TELUS Looking for Senior Client Services Representative – TELUS Health at Toronto, Ontario, Canada Full Time

Join Our Team

The TELUS Health Virtual Pharmacy team is seeking a detail-oriented, customer-driven service professional who thrives in a collaborative and fast-paced environment. Supporting an innovative new program at the TELUS Health Virtual Pharmacy, you are highly motivated, communicate effectively and care about putting our patients first.

What you’ll do:

• Be the first point-of-contact for patient communications, handling interactions with care, compassion and a professional attitude
• Manage the patient journey from end-to-end, by facilitating the onboarding, registration, and most importantly reimbursement navigation elements of this new program
• Liaise as necessary with physician offices, other pharmacies and healthcare providers
• Work effectively with our Pharmacy Management System to keep detailed patient records, and track the patient’s progress through this program
• Collaborate with internal pharmacy operations stakeholders to meet customer needs
• Work with the larger Virtual Pharmacy team to update and inform on program status and success points, and identify opportunities for improvement and process change
• Develop as a Subject Matter Expert for the new program, providing effective resolutions for issues escalated to second or third levels of support
• Assist in creating training programs and process documentation

Qualifications

The successful candidate must be a highly motivated self-starter with a can-do attitude. You must have the ability to efficiently manage and coordinate the end-to-end journey for a large number of patients. Key qualifications include:

• Exceptional Customer Service: a proven history of providing top-notch customer care in challenging and fast-paced environments
• Communication Skills: clear and concise ability to communicate with patients, as well as internal and external stakeholders
• Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
• Problem Solving: resourceful approach to solving complex issues with sensitivity keeping the patient experience as the priority
• Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides that are essential to tracking the program progress and success
• Thrive on Ambiguity: ability to successfully and independently navigate through areas of gray
• Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

• Undergraduate degree in Business, Health Sciences, Communications or other related fields
• 3-5 years of experience in a customer service or service-oriented industry such as healthcare or insurance industries
• Demonstrated knowledge of the pharmacy, benefits, and insurance landscapes (private insurance reimbursement navigation) is an asset
• Experience in retail or specialty pharmacy (ex: Pharmacy Assistant, Technician) is an asset

Role is on-site at the East pharmacy location in Richmond Hill, ON.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.