Create Awesome Experiences for Our Customers

 

Are you a problem-solver who thrives on challenges? Do you believe that continuous learning is an exhilarating journey, and that well-being is just as important as career success? If so, join the TELUS Health team for an exciting and fulfilling career!

At TELUS Health, we cultivate a workplace that encourages curiosity, promotes continuous learning, and, most importantly, values fun! We prioritize your well-being, understanding that a happy and healthy team is key to exceptional performance. Together, we’re building a future that’s not just friendly but truly fantastic.

 

Your Mission

 

As a Client Service Manager II, your mission is to elevate the customer experience, achieve a high level of performance ensuring successful delivery of client specific projects and providing support for various client initiatives.  You will serve as the primary point of contact for carriers or TPAs, ensuring they fully leverage their adjudication technology solutions. 

 

In this fast paced role, this individual will be responsible for planning, risk management, and management of interdependencies.  You will have an opportunity to work on highly visible programs interacting with stakeholders from every level and area of TELUS and day to day interaction with our customers. Your deep understanding of adjudication operations, coupled with your ability to implement innovative solutions, will drive exceptional service delivery and improve operational efficiency. 

What You’ll Do
 

Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service Lead Client Engagements: Act as the main point of contact for carriers, understanding their business needs and regulatory requirements Optimize Utilization: Ensure clients fully leverage our technology solutions to support their business operations and innovative strategies Drive Service Excellence: Deliver outstanding service by deeply understanding and addressing client needs, fostering a positive and seamless customer experience Provide Strategic Insights: Gather and share valuable customer insights to inform continuous improvements in our solutions Innovate and Implement: Contribute to the development and execution of solutions that enhance adjudication operations and compliance.  Execute program plans (quality, risk, communication etc) to align the program outcomes with stakeholder expectations and 
standards Collaborate Cross-Functionally: Work with internal teams, including Product, Support, and Sales, to drive our shared vision and deliver impactful results

 

What You Bring

 

Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management Exceptional communication and relationship-building skills Strategic problem-solving abilities and a customer-first mindset Ability to thrive in a fast-paced, collaborative environment Passion for improving adjudication operations through technology Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers Ability to support strategic plans including business, financial and product strategies. Excellent analytical, communication and presentation skills

 

Knowledge, Skills, Abilities
 

Knowledge of pharmacy benefits management industry, managed care, health technology assessment Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants), clinical programs, and claims processing Subject matter expertise in Canadian drug benefit programs management  In depth knowledge of both private and public sector stakeholder interests, strategies and trends Knowledge of TELUS Health financial processes, priorities and strategic objectives

 

Education/Experience

 

University or other post secondary education 3+ years experience in the pharmacy benefits management industry 3+ years of experience in management, preferably client service management or business operations management