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.
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Counsellor Assisted Program Administrator
Virtual/Remote
Permanent, Full-Time
Our team and what we'll accomplish together:
Our Counsellor Assisted Program (CAP) integrates Cognitive-Behavioural Therapy (CBT) with an innovative online platform, offering personalized, counsellor-guided support through asynchronous chat. This approach lets clients engage with therapy at their own pace, using dynamic online tools and exercises. Regularly scheduled check-ins ensure clients stay engaged and committed to their therapy, making CBT accessible anytime, anywhere. Join our team to help provide essential, accessible mental health support.
What you'll do:
The Counsellor Assisted Program Administrator (CNA) is responsible for providing administrative support to our Counsellor Assisted Program Clinicians and our clients within a fast-paced setting. It also allows to work in a highly cooperative environment.
In essence, this role requires you to respond to incoming queries through email, chat or call (if applicable) and provide day-to-day administrative support to our CareNow Counsellors and our clients. You will be provided with training to understand process and operations.
How You Will Make a Difference:
- Monitor cases throughout the program cycle
- Respond to client requests promptly and professionally
- Handle various requests like updating availability, reassigning cases, explaining procedures, and directing clients
- Update trackers and assign service providers based on requests and needs
- Review case registrations and assessments
- Activate cases and update the Admin Support Tracker
- Monitor risks and escalate as needed
- Ensure case assignment meets client needs or requests
- Update confidential client information and case notes
- Consult with Supervisors or Manager on challenging cases
- Escalate issues with other teams when necessary
- Participate in company committees for specific goals or projects
- Manage and update important documents and rosters
- Monitor client cases and place reminder calls within standard timelines
- Perform other administrative and monitoring tasks as required by Supervisors and Manager
What you bring:
The ideal candidate is positive, curious, and eager to learn. They excel in teamwork within a small, collaborative group and are open to feedback while helping others. Strong problem-solving skills and adherence to processes are essential. Flexibility to work shifts (including 1 day during the weekends) is required.
- Bachelor’s degree, college diploma, or equivalent post-secondary education
- 0-2 years customer service experience, preferably in social services or an office environment
- Excellent customer service and interpersonal skills
- Strong prioritizing, multitasking, and communication skills
- Team-oriented with strong written and oral communication
- Proficient in Windows (Excel, Outlook, Teams, and SY)
- Ability to work in a fast-paced environment with time-sensitive deadlines
- English required; bilingualism (French) is an asset
- Care Access Center experience (an asset)
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.
