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.
The TELUS Health Employer Solutions team focuses on delivering high-quality care through highly personalized care, enhanced experiences for employers and employees, and easy access to a wide range of services such as the Employee Assistance Program (EAP), as well as primary healthcare, preventive healthcare, wellness, mental health, occupational health, and executive health.
Join our team and see what we can achieve together.
As an Account Service Representative, you will be responsible for providing personalized services to our clients, delivering exceptional service, and managing administrative tasks with precision. You will be the essential link with various internal services to ensure operational efficiency, system updates, report generation, and management of clients' daily administrative requests.
By collaborating with managers, Customer Success Managers, and other internal resources, you will contribute to our collective success. Your work will primarily take place internally, over the phone and via email, to ensure smooth communication and optimal customer satisfaction.
Here's how:
Communication and Customer Support:
- Respond to client inquiries and service requests related to the programs under your responsibility.
- Ensure the execution of client contracts and programs.
- Manage program governance, including reviewing internal reports and identifying issues.
- Handle billing inquiries (review and resolution). Provide reports to clients.
Process Management and Customer Support:
- Manage the renewal process with relevant internal teams.
- Ensure customer support and preparation for annual planning and meetings.
- Ensure that information sessions for managers and employees are conducted (by phone or webinar), as needed, as well as follow-up on post-traumatic interventions and workplace training initiatives, etc.
Intermediary and Quality:
- Act as an intermediary between clients and internal services to resolve issues.
- Manage and coordinate the quality assurance process.
- Track management consultations.
- Ensure the CRM system is updated and utilized.
You have:
- A university degree in business administration or a related field, or equivalent work experience.
- 3 years of experience in administrative or account management roles.
- Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint, etc.).
- Previous experience in human resources, wellness, or employee assistance programs is an asset.
- Demonstrated or potential ability to independently manage a portfolio of client accounts.
- Demonstrated or potential ability to identify business opportunities.
- Proven ability to strategically and promptly respond to clients' daily needs.
- Strong problem-solving skills. Strong organizational skills, proven analytical abilities, project management skills, and time management.
- Bilingualism in French and English is required.
The incumbent of this position may work remotely if located in the province of Quebec.
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.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members 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.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
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.
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