Client Service Manager-THPS

Client Service Manager-THPS

13 Oct
|
TELUS
|
Ottawa

13 Oct

TELUS

Ottawa

Location:

Ottawa, ON, CA Toronto, ON, CA



Req ID: 6741

Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

Description



Create awesome experiences for our customers.



The TELUS Health Team is charting a new course in healthcare by connecting patients and providers through its award-winning Collaborative Health Record (CHR), an end-to-end, secure, cloud-based digital platform that has transformed the antiquated electronic medical record (EMR) into an evolving vehicle for patient engagement and health practice automation.





Our modern and user-friendly interface and devotion to improving patient-provider engagement is the answer for all health practitioners seeking to streamline and modernize their practices through smart, customizable, and automated patient management and engagement tools. Led by physician-technologists and design-obsessed engineers, our customers include the University of British Columbia, the Canadian Mental Health Association, and a rapidly growing portfolio of 2,000+ healthcare providers across Canada, the United States, New Zealand, and Australia.



Join our mighty team!



We are a group of passionate individuals committed to ensuring the success of health care workers to deliver patient care. We want people that are self-starters and enjoy taking ownership of their work. The main mantra is to always improve - improve the processes; improve the products; improve our client's experience; and improve yourself.



You will be joining the TELUS Health as an Account Manager, and a core member of the Collaborative Health Record (CHR) team ensuring the success of primary healthcare providers to provide the best possible care to their patients.



As a Client Services Manager, you will:

Function as the Single Point of Accountability (SPOA) between the CHR team and the clients’ senior operational management and executive.

Establish and nurture strategic partnerships with internal teams and external service partners to ensure customer success.

Have a passion to build and maintain strong, authentic and honest client relationships.

Provide client advice and support to ensure success.

Set realistic client expectations by being transparent about challenges and obstacles.

Focus on continual service improvement in support of the client's strategic direction, success and business plan.

Advocate for your clients by championing continuous improvement initiatives and proactively communicating with diverse stakeholders to improve service delivery and resolve issues.

Engage subject matter experts (SME) to define scope and pricing of additional services to meet unique client needs.

Keep our customers informed of new features that may be of interest to them.

Monitor and drive adoption of the CHR

Gather and respond to customer feedback.

Quote and manage the addition of services for existing customers (training etc.)



Long Description

Serez le point unique de responsabilité (SPOA) entre l’équipe du DCS et la direction et la gestion opérationnelle principale des clients.

Établirez et favoriserez des partenariats stratégiques avec les équipes internes et les partenaires de service externes afin d’assurer la réussite des clients.

Aurez à cœur de bâtir et d’entretenir des relations solides, authentiques et honnêtes avec les clients.

Offrirez des conseils et du soutien aux clients afin d’assurer leur succès.

Établirez des attentes réalistes pour les clients en faisant preuve de transparence quant aux défis et aux obstacles.

Mettrez l’accent sur l’amélioration continue du service afin d’appuyer l’orientation stratégique, le succès et le plan d’affaires du client.

Défendrez les intérêts de vos clients en favorisant les initiatives d’amélioration continue et en communiquant de manière proactive avec les diverses parties prenantes afin d’améliorer la prestation de services et de résoudre les problèmes.

Ferez appel à des experts pour définir la portée et la valeur des services supplémentaires pour répondre aux besoins uniques des clients.

Tiendrez nos clients informés des nouvelles fonctionnalités qui pourraient les intéresser.

Surveillerez et favoriserez l’adoption du DCS.

Recueillerez les commentaires des clients et y répondrez.

Établirez des devis et gérerez l’ajout de services pour les clients actuels (formation, etc.)



Qualifications



You are the missing piece of the puzzle if you have/are:

Strong leadership attributes and abilities: Collaboration, communication, creative thinking and decision-making skills.

Business acumen, including an understanding of healthcare issues.

Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity – proactively identify when it is necessary to take certain steps and move ahead with confidence.

A passion and drive to improve the success of connecting people with healthcare.



Nice to haves:

Knowledge of the TELUS Collaborative Health Record

Experience with CRM tools

Experience with Project Management tools and processes

Process creation and Improvement

Bilingual

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