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Join our team:You’re a doer not a talker, and are determined to be on the leading edge and shake things up. It’s a crazy competitive place with a lot of uncertainty but you’re a pioneer; a progressive, hands-on, roll-up-the-sleeves kind of person.Guess what…us too! We are the TELUS Health Patient Engagement Team at TELUS and we are looking for someone like you to work with us to grow the TELUS Health business, shape new exciting services and bring a whole set of new experiences to Canadians that ultimately will help drive healthcare transformation for the good of Canada and our citizens.The Client Relationship Manager we are looking for is passionate about providing best-in-class relationship management to our large public sector health accounts – specifically supporting our Home Health Monitoring (HHM) Solution.The HHM supports patients being supported in the home by a clinical or clinician team to understand their disease, clinical situation and improve patient/provider experience, patient outcomes and decrease health care utilization.Under the support and direction of the Initiative Director and Client/Operations Leadership, the Client Relationship Manager will support the HHM Portfolio and customer in the day to day management and operations of the overall account.Here’s the impact you’ll make and what we’ll accomplish togetherIn this role you will support the following key functions:Act as a key customer contact, advocate and liaison, you will support the overarching HHM Account Management including day to day operational activities and overall contract maintenance and compliance
Coordinate service across our internal teams including Portfolio, Delivery, Product and Operations to ensure quality and timely delivery and response to our custome
Support customer requirements, growth and strategy by supporting roadmap and release management, and project management of resulting change
Here’s how:Account Management
o Overall account management, customer advocate, representing customer in all aspects of TELUS HHM service delivery and operationso Act as a Subject Matter Expert on the HHM contracts including contractual obligations, compliance, Contract Change Orderso Act as a key contact to support the HHM portfolio and managed service (24x7 for priority issues), including all issues, inquiries, concerns, requests, communications and escalationso Represent customer requirements and priorities as the key liaison with internal cross-functional teams, including portfolio, delivery, product management, change management and operations, to ensure managed service is in line with customer expectationso Responsible to liaise Service Operations, including service desk support, incident management and finance billing teams in support of customer management activitieso Support Customer Initiative Director and Product Director with contract delivery management and compliance including obligations for services, processes and measurementso Support preparation of material for and participate in Delivery and Operational Governance forumso Oversee closure of client satisfaction improvement initiatives identified through regular account reviews and incident / problem management, supporting post incident reports or investigations where neededo Establish and enhance strategic partnerships with internal/external service partners to improve customer experience, and to identify, understand, and liaise with the authorizers and influencers and the internal TELUS teamo Foster a culture of transparency, accountability, appreciation and continuous improvement at all levelso Liaise with TELUS Initiative Director & Product Manager to understand current and future business needs and associated service delivery expectations and service improvementso Oversight and coordination of approval for all reports required to be provided by TELUS to the Client including SLA, operations, deliveryOperations Management
o Provide proactive service and service level management support to ensure contract compliance and client satisfactiono Provide training on the managed service or software, and conduct User Acceptance Testing as a Voice of the Customer representativeo Organize and facilitate various governance meetings and working groups including the Change Advisory Board for weekly Environment Change approvals and notificationso Own other client account operational activities, including but not limited to: quarterly forecasting, development of proposals and associated service orders, response to any Audits, monthly Service Level and operational reports, manage knowledge managementProject / Program Management Items
o Where appropriate, lead project planning and management for introduction and implementation of change initiatives including new devices and software featureso Responsible for Change Management processes relating to the ongoing provisioning and delivery of the services, releases and change orderso Create and manage change management plans for all changes, including communication plan, roll-out, training, elevated support, and hand-over to BAU operationso Support special projects as requested from leadership team and key stakeholdersQualifications:University Degree and 10 years’ experience
MBA / PMP certification is an asset
Passion for customer service excellence with strong relationship management skills
Strong communication skills (written and verbal), both client facing and across different levels of management
Strong knowledge of operational processes and services
Strong project management skills, including ability to facilitate, create and manage complex delivery
Experience assessing business and customer needs and building consensus between groups with divergent needs and viewpoints
Attentive to detail / quality, organized and capable of driving results on an end-to-end basis across multiple stakeholders and business units
Ability to take on complex initiatives in an ambiguous environment
Ability to prioritize and work under pressure in fast-paced ever-changing environment
Self-starter capable to support quality and results with directional guidance
Keen desire to drive transformative and strategic change, by solving complex problems
Available 24x7 where needed, to support escalated Client priority incidents
Clinical / Health Sciences / Healthcare / Operational experience is an asset
Location:Vancouver, Victoria BC, open to other areas
Who is TELUS?We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.Do you share our passion?At TELUS,youcreate future friendly®possibilities.At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.Title: Client Relationship Manager - TELUS HealthLocation: CA-British ColumbiaRequisition ID: HEA04754-20
Vacancy expired!