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Health Solutions
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HEA05455-21 Requisition #
TELUS Health Solutions is an IT leader in Canada that focuses on the health sector. It develops and manages solutions that automate transactions and the secure exchange of information to increase the process efficiency and quality of service of its customers.
 
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.
 
At TELUS Health Solutions, we are as driven to take on the next challenge as you are. Join the team at one of Canada's leading IT providers, and help us take our work-and your career-to exciting new places.
 
Position overview:
 
The Customer Service Manager will guide the evolution of our Customer Services strategies for assigned Customers. He/She will be accountable for the development and delivery on a detailed Account Management plan in partnership with their customers and Sales Account Executives. An all encompassing job where the primary goal is to create an environment where we can provide world class service, putting our Customers First by focusing on the customers day to day business needs and priorities.
 
Responsibilities:
  • Worked in close collaboration with the Account Executive and Client Service Representatives in delivering top quality service to our customers
  • Principal Customer Contact as assigned
  • Ensuring that all areas within our organization are compliant with our contractual commitments, reporting on SLA, KPI and as necessary co-ordination of corrective actions
  • Co-ordination of all Customer Support activities, change request, implementation of new products and services, report requests and other day to day functions in support of the customer, though a program management approach
  • Responsible for the evolution of and delivery on the Account Management Plan in partnership with your customers
  • Co-ordination with Product, Sales and Development to address service requirements and needs
  • Ensure timely customer approvals are obtained in support of the Product development "gate process"
  • Solid understanding of Group Benefits Administration, particularly in the Third Party Administrator/Payor market industry
  • Proven ability to work directly with insurance carriers or third party administrators, more particularly multi-employer environments
  • Ability to stay current on Group Benefit Industry market trends and federal and provincial legislations
Required Knowledges:
  • BA/MBA
  • Proven success in a similar or same role
  • Billingual - French an asset
Required skills & abilities:
  • Detailed understanding of Group Benefit Insurance and claim adjudication concepts
  • Organized able to prioritze and work on multiple often conflicting tasks
  • Excellent listening Skills
  • Negotiation skills
  • Critical Thinker
  • Strong people/interpersonal skills
  • Excellent Oral and Written Communication is required
  • Presentation Skills
  • Group Benefit Administration experience (CEBS/GBA certification are assets)
Required Professional Designation/Certification:
  • HIAA, LOMA or similar Insurance Industry designation an assets
Required Experience:
  • 7+ years experience as a Customer Relationship Manager or similar role
  • 7+ years experience in Group Insurance Benefit Industry is preferred or equivalent work experience with deep knowledge in benefits plan design (traditional, modular and cafeteria Flex plans), claims adjudication, benefits administration and enrolment.
A bit about us
 
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here. 
 
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.
 
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.

       Accessibility

       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.

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