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Senior Client Service Manager - TELUS Health

Reference ID: HEA03757-18

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Edmonton, AB
Job Type icon
Full Time
Job Category icon
Health Care

Be a part of a transformational journey with innovative talent and leading edge technologies.

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 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 Senior Client Service Manager we are looking for is passionate about providing best-in-class relationship management to our large public sector health accounts - specifically supporting our Personal Health Record (PHR) Managed Solution.

Our Personal Health Record Managed Solution allows for anytime, anywhere citizen access to their personal health record via a computer, smartphone or tablet. The application allows for better tracking of health information & conditions, display of health data for easy review and understanding as well as capabilities to upload, download, view, track and share key health data with those providing care and support.

Here's the impact you'll make and what we'll accomplish together

Under the support and direction of the Director - Client Project Management & Product Director, the Senior Client Service Manager will support the PHR Portfolio and customer in the day to day management and operations of the overall account.

In this role, you will support the following key functions:
    •Act as a key customer contact, advocate and liaison, you will support the overarching PHR Account Management including day to day operational activities and overall contract maintenance and compliance •Coordinate service across our internal teams including Portfolio, Delivery, Product & Operations to ensure quality and timely delivery and response to our customer •Support customer requirements, growth and strategy by supporting roadmap and release management, and project management of resulting change

Here's how
    Account Management:
      •Account management, customer advocate, representing customer in all aspects of TELUS PHR service delivery and operations •Act as a Subject Matter Expert (SME) on the PHR contracts including contractual obligations, compliance, contract change orders •Act as a key contact to support the PHR portfolio and managed service, 24x7 for priority issues, including all issues, inquiries, concerns, requests, communications and escalations •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 expectations •Responsible to liaise Service Operations, including service desk support, incident management and finance billing teams in support of customer management activities •Support Customer Initiative Director & Product Director with contract delivery management and compliance including obligations for services, processes and measurements •Support preparation of material for and participate in Delivery & Operational Governance forums •Oversee closure of client satisfaction improvement initiatives identified through regular account reviews and incident/problem management, supporting post incident reports or investigations where needed •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 team •Foster a culture of transparency, accountability, appreciation and continuous improvement at all levels •Liaise with TELUS Initiative Director & Product Director to understand current and future business needs and associated service delivery expectations and service improvements •Oversight and coordination of approval for all reports required to be provided by TELUS to the client including service level agreements (SLA), operations, delivery
    Operations Management:
      •Provide proactive service & service level management support to ensure contract compliance and client satisfaction •Provide training on the managed service or software, and conduct User Acceptance Testing (UAT) as a Voice of the Customer representative •Organize and facilitate various governance meetings and working groups including the Change Advisory Board for weekly Environment Change approvals & notifications •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 management
    Project/Program Management:
      •Where appropriate, lead project planning and management for introduction and implementation of change initiatives including new devices and software features •Responsible for Change Management processes relating to the ongoing client facing provisioning and delivery of the services, releases and change orders •Create and manage change management plans, including communication plan, roll-out, training, elevated support, and hand-over to business-as-usual operations •Support special projects as requested from leadership team and key stakeholders


You're the missing piece of the puzzle
    •University degree and/or 5-10 years of equivalent experience •5-10 years of experience in a customer-facing environment in Enterprise or Public Sector accounts •Passion for customer service excellence with strong relationship management skills •Strong communication skills, written & verbal, both client facing and across different levels of management •Strong knowledge of operational processes & 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 & viewpoints •Attentive to detail/quality, organized and capable of driving results on an end-to-end basis across multiple stakeholders & 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 priority incidents

    •Clinical/health sciences/healthcare/operational experience •Master of Business Administration (MBA) degree •Project Management Professional (PMP) designation

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, you create 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.

Posted: September 14, 2018
Closes: November 5, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...