Team Manager - Clinic Operations

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Location: 600 de Maisonneuve Boulevard West, Montreal H3A 3J2 - 100% in-person
Status: Regular full-time (37.5 hours/week)
Schedule: Monday to Friday

Our team and what we’ll accomplish together

Join a team that’s dedicated to providing superior service along with effective and efficient patient care. As team manager, you will play a key role in employee supervision and engagement while optimizing processes to ensure remarkable service delivery. You will be responsible for the administrative teams: reception, medical office and coordination.

What you’ll do

You will lead a team committed to providing an exceptional patient experience while optimizing the efficacy of clinical operations. Your mission will be:

Customer experience and satisfaction

• Maintain and strengthen a patient-centered culture and high-end service.
• Manage customer escalations and work with internal teams to resolve incidents quickly and effectively.
• Ensure friendly and transparent communication with patients.

Team management and engagement

• Directly supervise the reception group, medical assistants, and operations coordinators
• Recruit, train and ensure professional development of employees
• Plan schedules and manage replacements based on needs and operational constraints
• Offer coaching and continuous recognition to promote engagement and staff retention

Optimizing processes and performance

• Supervise day-to-day operations and ensure that they run smoothly
• Integrate and standardize best management and service practices (customer satisfaction result, renewals, performance tracking metrics for the medical office, wait times, etc.)
• Ensure compliance with standards of quality and operational excellence
• Identify opportunities for continuous improvement and implement effective solutions
• Act as a game changer in the implementation of new technologies and processes

Collaboration and growth

• Work in synergy with managers of other clinics to share best practices and align operations
• Contributing to the organization’s growth by supporting effective and engaging change management
• Stay attuned to industry trends and propose relevant innovations

Qualifications

What you bring

• College diploma in a relevant field (bachelor’s degree an asset)
• At least 7 years of experience in customer service
• 4 years of experience in managing operations and/or managing staff
• Bilingualism is essential (written and spoken)
• Good ability to work under pressure, independence and resourcefulness, ability to execute quickly
• Responsible and excellent planning abilities
• Ability to understand and analyze organizational performance reports
• Good familiarity with the Office suite (Google suite)

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

What are TELUS Health Care Centers?

We are a national network of health care professionals dedicated to identifying health risks, promoting healthier lifestyles and improving the well-being of patients. Our network of clinics is among the largest in the country.

We are committed to providing better health care resources for everyone. We rely on the power of technology to provide Canadians with the best health outcomes. Our digital solutions foster collaboration and effectiveness in many ways: by keeping teams of health care professionals in contact, by streamlining processes, and by giving patients in Canada the opportunity to take charge of their health.

Salary Range: $72,000-$108,000

Performance Bonus or Sales Incentive Plan: 0%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 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.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

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.