Job Description

Status and Schedule: Full Time (Monday to Friday)
Location: 300-808 Nelson St, Vancouver, British Columbia

Who is TELUS Health?

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health.

Simply put, our team members across the country are united by their commitment to continuously innovating to make healthcare more accessible and deliver improved health experiences for everyone.

Do you share our passion?

Let’s create a healthier future, together

Our team and what we’ll accomplish together

What you’ll do

• Greet clients and visitors in a friendly and professional manner, making them feel welcome and valued
• Proactively create memorable moments for each client visit, fostering meaningful connections with clientele by engaging in conversations while they wait for appointments, and by taking their specific requirements and needs into consideration
• Encourage clients to complete feedback surveys to contribute to the continuous improvement of service delivery
• Possess a comprehensive knowledge of TELUS Health Care Centres' programs and services to provide clients with accurate information and efficiently direct their inquiries
• Liaise with external partners (e.g. Building Management and Cleaners) to ensure a seamless client experience at every touchpoint
• Maintain efficient patient flow by ensuring all appointments are running on schedule, while also providing transparent communication to both clients and clinicians regarding any changes or delays
• Ensure timely processing of all billing tasks by the end of each day, maintaining accuracy and attention to detail to support efficient financial operations
• Protect clients’ privacy by maintaining confidentiality of personal and financial information
• Book appointments by phone and email
• Maintain up-to-date client information in system database (i.e. contact information, demographics, etc.)
• Deliver (electronically and/or via Canada Post) reports and results to patients, family doctors and specialists, as requested
• Perform data entry tasks
• Manage a large volume of files, requests for corrections, addenda, referrals, and follow-ups, etc.
• Respond promptly and attentively to all incoming client inquiries, suggestions, and concerns, actively seeking opportunities for improvement and relaying them to the Clinic Operations team
• Foster collaboration with stakeholders across TELUS Health departments such as Client Experience, Finance, Operations, and IT to ensure the best practices are being implemented

Qualifications

Required Knowledge

• High school diploma
• 1-2 years of relevant experience in a medical or similar field desired
• Excellent written and verbal communication skills, enabling effective and clear communication with clients and colleagues
• Proficiency in utilizing various software tools and platforms, including Google Workspace and Microsoft programs, to efficiently perform job responsibilities and enhance productivity
• Exceptional organizational and customer service skills, ensuring efficient and satisfactory interactions with all clients and visitors with respect for confidentiality
• Empathy and active listening skills to provide compassionate support to healthcare clientele at the front desk, fostering a caring and understanding environment
• Confidence and effectiveness in handling challenging clients, utilizing strong interpersonal skills and conflict resolution techniques to ensure positive interactions and resolution of issues
• Ability to take initiative and work independently within the guidelines of the position, displaying a proactive approach to tasks and responsibilities
• Ability to work well under pressure, prioritize, and demonstrate a sense of urgency in completing time sensitive tasks in an efficient manner
• Ability to work effectively within a team environment, as well as independently with minimal supervision
• Knowledge of medical terminology an asset