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 Learning Specialist is responsible for providing ongoing support to TELUS Health Learning Consultants and corporate customers. This will involve using client service and administrative skills to meet the administrative needs of internal customers and to ensure total satisfaction of external customers to TELUS Health.
Responsibilities:
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Provide direct day-to-day support for external customers by phone, and email
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Attend and support on internal and external customer meetings by phone. Attendance at face-to-face meetings may be required
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Accountable for the organization/coordination of TELUS Health Learning training services, including but not limited to session logistics and scheduling, coordination of materials/resources, booking rooms, webinar set-up and support, etc
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Navigates case management and CRM systems, with fluency to ensure that service and training cases are being tracked, booked, resources are secured, and request information is thoroughly captured
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Builds and maintains excellent relations with internal and external clients
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Facilitates communication between customers and facilitators pre and post service delivery, as needed
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Proactively identifies potential issues and takes proactive measures toward resolving issues that may affect service delivery and/or client relationships
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Provides product information, pricing and service details to customers
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Uses analytical skills to identify next steps when supporting client requests – identify larger customer needs, customization needs, and/or inappropriate topic selection, etc.
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Responsible for customer billing and invoicing of assigned activities and end of month activity closer
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Liaise with internal team members and/or other departments to support the needs of our customers – evaluation reports, customer reporting, material production, etc.
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Maintains and supports the provider network, including but not limited to the review and verification of invoices, pre-session and post session support and follow-up
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Identifies service area gaps within the facilitator and advises the TELUS Health Learning Client Experience Manager
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Sources and assigns a suitable service provider for client requests, which may involve the negotiation of fees
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Acts as backup for department colleagues as required
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Additional tasks and initiatives, as assigned
Succeeding in the Learning Specialist role will require the following core qualifications and skills:
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Post-secondary degree in Adult Learning, Business, Human Resources, Health Sciences, or a related field
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2+ year of professional experience in an administrative or client support role
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Excellent communication, organizational and analytical skills
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Excellent organizational and time management skills and the ability to manage multiple assignments
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Ability to work independently with a high volume of work with constantly changing priorities
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Strong interpersonal, problem-solving, negotiation, mediation, and conflict-resolution skills
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Excellent written and oral communication skills
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Bilingual fluency in English and French is an asset
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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.
