Job Description

Location: 600 de Maisonneuve Boulevard West, Montreal H3A 3J2 - 100% in-person

Status: Permanent, full-time (37.5 hours/week)

Schedule: Monday to Friday

Our team and what we’ll accomplish together

Join a team that’s dedicated to providing superior service along with effective and efficient patient care. As team manager, you will play a key role in employee supervision and engagement while optimizing processes to ensure remarkable service delivery. You will be responsible for the administrative teams: reception, medical office and coordination.

What you’ll do

You will lead a team committed to providing an exceptional patient experience while optimizing the efficacy of clinical operations. Your mission will be:

Customer experience and satisfaction

• Maintain and strengthen a patient-centred culture and high-end service
• Manage customer escalations and work with internal teams to resolve incidents quickly and effectively
• Ensure friendly and transparent communication with patients

Team management and engagement

• Directly supervise the reception group, medical assistants, and operations coordinators
• Recruit, train and ensure professional development of employees
• Plan schedules and manage replacements based on needs and operational constraints
• Offer coaching and continuous recognition to promote engagement and staff retention

Optimizing processes and performance

• Supervise day-to-day operations and ensure that they run smoothly
• Integrate and standardize best management and service practices (customer satisfaction result, renewals, performance tracking metrics for the medical office, wait times, etc.)
• Ensure compliance with standards of quality and operational excellence
• Identify opportunities for continuous improvement and implement effective solutions
• Act as a game changer in the implementation of new technologies and processes

Collaboration and growth

• Work in synergy with managers of other clinics to share best practices and align operations
• Contributing to the organization’s growth by supporting effective and engaging change management
• Stay attuned to industry trends and propose relevant innovations

Qualifications

What you bring

• College diploma in a relevant field (bachelor’s degree an asset)
• At least 7 years of experience in customer service
• 4 years of experience in managing operations and/or managing staff
• Bilingualism is essential (written and spoken)
• Good ability to work under pressure, independence and resourcefulness, ability to execute quickly
• Responsible and excellent planning abilities
• Ability to understand and analyze organizational performance reports
• Good familiarity with the Office suite (Google suite)

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

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.