Specific Responsibilities May Include:

• Coordinate the assignment of clinical records: 40%

  •  Assign the appropriate advisor to the requested service based on the client's needs.

  • Prioritize the assignment of the file according to the level of urgency.

  • Transmit clients' personal information to advisors within the prescribed time limits.

  •  Communicate with advisors to update client information or submit other inquiries.

  • Communicate with advisors to obtain information to better serve clients.

  • See to the assignment of the file during the appointment process.

• Communicate with other teams and departments: 15%

  • Consult with Regional Clinical Directors regarding certain case assignments, including counselor availability or the suitability of a counselor's skills in a case.

  • Consult with members of other Service Access Center teams regarding a client's needs.

  • Participate in service access center committees or other company committees dedicated to specific objectives or projects.

• Manage and respond to requests for information: 30%

  • Respond to calls from advisors and find requested information about a file.

  • Respond to calls from advisors regarding a variety of requests, for example, an update of their availability, a reassignment of files or an explanation of the procedures in effect at the service access center and direct them to the appropriate department, if necessary.

  • Answer calls from internal clients belonging to the Account Management or Business Development departments and provide the information requested.

  • Manage emails from internal clients, eg Regional Clinical Directors, and respond promptly and professionally.

• Perform administrative tasks: 10%

  •  Manage and update important documents and lists for team members, including the list of files assigned to advisors.

  • Follow-up on case assignment confirmations and make follow-up calls according to normal deadlines (including various reports such as P and D reports, if applicable).

  • Perform other administrative and monitoring tasks, as requested.

• Take on other responsibilities as requested: 5%

Required Experience, Skills & Competencies:

• 2+ years of previous interactive customer service experience

• Verbal and written skills in English

• Passionate about helping others, able to provide empathy when necessary

• Excellent customer service skills with strong written and verbal communication skills

• Ability to cope with a high volume of incoming calls and chats

• Works well under pressure

• Enjoys working towards targets around call volumes and call quality

• Empathetic and able to support clients who may be in distress and the ability to triage crisis situations to our clinical team

• Technical savvy

• Ability to cope well and embrace change

• Ability to pass a criminal background check which may consist of federal fingerprinting

• The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.

Preferred Experience, Skills, & Competencies:

• A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)

• Previous experience in dealing with distressed or vulnerable clients in an Employee Assistance capacity.

• Previous experience in working in a service center / call center environment.

Work-From-Home Requirements:

• Dedicated, private home workspace free of distractions and interruptions

• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps

• Understand own network environment at home

• Ability to troubleshoot own devices & connectivity

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Salary: Please note pay rate is based on location:

• US - $18.00 per hour
• Canada - $38,493.00 annual