Description

Our team and what we'll accomplish together

 

We are THE Tech Company to Watch in the healthcare industry. 

 

As part of the TELUS Health family, the Payvider & Frontline Care Operations team is transforming how healthcare support is delivered across Canada by connecting patients, clinics, pharmacists, and insurers through innovative technology. 

 

Reporting directly to the Payvider Director, you'll lead a national contact center operation (120-150 team members) supporting critical healthcare platforms from Electronic Medical Records (Med Access, PS Suite, Medesync) to Pharmacy Operations (Kroll, Ubik, AssystRx) and Health Benefits Management systems. In this highly visible leadership role, you'll drive operational excellence, build high-performance cultures, and champion the adoption of advanced automation and AI to deliver best-in-class support experiences that enable clinicians and pharmacists to focus on patient care.

What you'll do

 

• Drive frontline operational excellence by ensuring core metrics (SLAs, Average Handle Time, Quality Assurance, and customer loyalty targets) are met or exceeded across a national contact center operation of 120-150 team members
• Lead, mentor, and develop a team of 7-10 Team Managers, fostering an adaptive, accountable, and highly engaged culture in a non-unionized customer success environment
• Champion the adoption and integration of advanced automation, digital solutions, and Generative AI capabilities to reduce administrative burdens and decrease support cycle times across the contact center
• Manage operational readiness and support frameworks for the complex Payvider ecosystem, including Pharmacy management systems (Kroll, Ubik), EMR networks (Med Access, PS Suite, Medesync, CHR), eClaims, and health exchanges
• Act as the primary escalation anchor for high-risk or sensitive operational issues, evaluating problems under pressure and executing data-driven decisions that safeguard daily operations for clinics, pharmacists, and medical practitioners across Canada
• Partner with Workforce Management, Customer Service Managers, Strategy & Enablement, and People & Culture teams to optimize schedules, resolve client escalations, align capabilities with strategic initiatives, and support team manager development

Qualifications

What you bring

 

• University degree, technical college diploma, or equivalent combination of education and experience
• Minimum 6 years of progressive operational or management experience, with 3+ years as a second-level leader directing other people-managers in a high-volume client care or contact center environment
• Strong background in B2B technical support or customer care models, with demonstrated capability to handle complex software application help desks or multi-tiered corporate client service operations
• Advanced proficiency in operational analytics and process mapping, with ability to extract performance trends from tracking tools (Salesforce, Tableau, Google Workspace) and convert data into actionable performance plans
• Proven track record of guiding large operational teams through strategic or procedural change, such as onboarding new product releases, upgrading legacy technology platforms, or navigating structural transformations
• Exceptional verbal and written communication, mediation, and negotiation skills with the ability to confidently present operational strategies and navigate a collaborative corporate matrix structure

Great-to-haves

 

• Hands-on experience or certified exposure to process automation methodologies, AI-driven customer success tools, or digitized operational workflows
• Direct operational familiarity with the Canadian healthcare ecosystem, including practical context around medical clinic workflows, pharmacy dispensing systems, or health insurance claims adjudication frameworks
• Bilingual proficiency in English and French

 

Advanced knowledge of English is required because you will most of the time 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.