Escalation Advisor

Description

Location: 300-808 Nelson St, Vancouver BC (Hybrid role)
Status: Regular Full-time - Monday to Friday 8:00 am to 4:30 pm or 8:30 am to 5:00 pm

Create awesome experiences for our customers!

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.

Simply put, our team members across the country are united by their commitment to continuously innovating to make healthcare more accessible and deliver improved health experiences for everyone.

Do you share our passion?

Our team and what we'll do together:

At TELUS Health Care Centres, we are a nationwide network of renowned medical professionals dedicated to preventive healthcare, inspiring positive lifestyle choices and helping to improve patient outcomes. We offer Personalized Care services for individuals seeking to begin their preventive healthcare journey. Start enjoying access to unhurried, on-time appointments and a suite of medical services all under one roof.

The Escalation Advisor is responsible for managing client experience around engagement and retention of the client in the programs and services enrolled. The Escalation Advisor will act as a care navigator to the client, educating and connecting them into programs and services when appropriate, as well as triaging client requests to proper business channels, BD, Finance effectively and always with client experience as the top priority. The Escalation Advisor will be an excellent communicator, and will have a good understanding of the programs and services offered. The Escalation Advisor will look for opportunities to proactively engage clients in best healthcare management practices.

What you will do

• Manage Level 1 and Level 2 client inquiries and escalations
• Manage and process termination Requests
• Triage client calls to appropriate channels and assists with requests in the area of Finance, Business Development, Virtual Care, Pharmacogenetics, Physician Transfers.
• Manage Physician Transfer requests and capacity lists
• Manage 90 day no contact lists
• Seek opportunities to further develop the CEC role with proactive approaches and client experience in mind,
• Process Release of Records (ROR)
• Support seamless onboarding with phased education on available fee for service offers and technology (Akira set up, accessing portal, secure messaging, on call physician)
• Client check ins - 2 weeks post 1st year PS, 3 months, 1 year
• SME on TELUS Health products and services
• Support client retention and excellent care through clinic action on escalation concerns
• Working closely with clinic managers and clinic staff
  

Qualifications

What you bring

Education:

Post -Secondary Education preferred in any field within Health Care, Communications, Business Enablement.
Customer Service Experience required

Experience:

Minimum of 3 years working in a front line customer service environment preferred.

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#LI-Hybrid