Job Description

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. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

To Liaise with our Affiliate counselling network and to case-manage all referred counselling cases ensuring counsellors are using appropriate clinical approaches in line with requirements of TELUS Health clinical quality standards; this will include advising on the management of complex clinical and risk issues.

To provide excellent support to key contacts within client companies and corporations, including providing sensitive and confidential feedback and complaint resolution.

To work effectively as part of the Provider Services Team to ensure TELUS Health clinical policies and procedures, and industry standards are adhered to.

What will you do?

A typical week balances day-to-day network support with deeper, strategic clinical work:

Day-to-Day Operations

• Manage provider helpline and resolve provider queries, mailboxes, and escalations
• Review session extension requests and manage clinical case distribution
• Monitor service-level agreements (SLAs) and caseload metrics
• Navigate TELUS Health's case management systems and support the team through ongoing system transitions

Clinical Auditing & Governance

• Conduct clinical case audits against TELUS Health clinical, ethical, and safeguarding standards
• Assess complex and high-risk clinical presentations; escalate concerns appropriately
• Ensure compliance with professional body requirements and regulatory standards
• Document audit findings and trends to inform organizational learning

Provider Coaching & Development

• Provide clinical supervision, coaching, and support to affiliate practitioners
• Mentor providers through challenging cases and professional development
• Build constructive, positive relationships with the provider network
• Contribute to quality improvement initiatives and clinical governance decisions

Strategic Initiatives

• Participate in the integration of our two provider networks—harmonizing audit standards, clinical governance processes, and quality frameworks
• Support organizational development and clinical policy updates

Key Relationships:

You'll work closely with the tier 1 frontline clinical team, the broader operations team, and affiliate providers across the UK and Ireland. Cross-functional collaboration with clinical records, IT/systems support, and leadership is essential.

What you bring?

Must-Haves (Non-Negotiables):

• Professional Qualification: Formal qualification and professional background in counselling, psychotherapy, or psychology (accredited training program)
• Current Active Accreditation: Accreditation in good standing with a recognized professional body (BACP, UKCP, BPS, or equivalent)
• Clinical Supervision Qualification: Recognized Clinical Supervision qualification or certification (e.g., BACP Supervisor Accreditation, UKCP, or equivalent)
• Post-Qualification Experience: Minimum 5 years of post-qualification counselling or psychotherapy experience, across both face-to-face and remote (telephone/video) modalities
• Short-Term Therapy Expertise: Formal training and demonstrated practice in Solution-Focused Brief Therapy (SFBT) or equivalent brief intervention modality
• Clinical Risk Assessment: Demonstrated ability to assess and navigate complex clinical presentations, safeguarding concerns, and risk escalation
• Professional Communication: Clear, professional communication style; ability to handle sensitive escalations and complaints with diplomacy and confidentiality

Strongly Preferred:

• Direct experience working in an Employee Assistance Programme (EAP) or healthcare provider network setting
• Experience delivering or managing Critical Incident Stress Management (CISM) or trauma support
• Familiarity with healthcare/NHS environments or occupational health settings
• Experience mentoring or coaching clinicians
• Basic data literacy and comfort with digital case management systems

Who you are?

• A clinician who sees supervision as partnership, not policing—you coach and mentor practitioners toward better outcomes
• Comfortable with ambiguity and change; you can navigate system transitions and organizational integration without losing sight of clinical quality
• Empathetic and communicative; you build constructive relationships with providers and colleagues
• Detail-oriented about clinical standards and compliance, yet pragmatic about implementation
• Someone who balances clinical rigor with genuine care for the practitioners you support
• Collaborative; you value collective decision-making on complex issues while being confident in your independent clinical judgment

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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.