CAN Patient & Member Support Representative (Bilingual) | Agent de soutien aux patients et aux membres (Bilingue)

Teladoc Health•Ottawa, ON

6d•Remote

About The Position

The Tier 1 Patient and Member Support Representative plays a critical role in providing outstanding customer service to patients and members within a call center environment. This position involves managing inbound calls, emails, and chats to address inquiries, resolve issues, coordinate queues, and provide information about Teladoc Health services. The representative ensures high customer satisfaction by addressing concerns professionally and efficiently, while occasionally handling crisis situations. Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.

Requirements

Minimum of 2 years college preferred
3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare or pharmaceutical industries
Experience in a call centre or support team
Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel
Bi-lingual English and French, is a requirement
Exceptional empathy, actively engaging with members & patients, demonstrating a genuine understanding of their needs.
Proficient navigation of multiple internal systems & web-based applications to facilitate the initiation of services within the Teladoc Health platform.
A keen ability to adapt to new processes and thrive in a fast-paced work environment.
Superior problem-solving capabilities and organizational acumen to address challenges effectively.
Proficiency in articulating clear and concise call synopses, showcasing effective written communication skills.
Outstanding telephonic communication abilities, enabling the clear and articulate explanation of complex concepts to our diverse member base.
A proven track record of exceeding customer expectations, with a strong focus on swift and effective issue resolution.
Exemplary organizational skills, adept at managing multiple competing priorities in a high-paced environment.
The versatility to work both independently and collaboratively as part of a dynamic team.
Comfort in proposing and implementing process changes to enhance the member experience, demonstrating a proactive approach to continuous improvement.
Availability to work flexible shifts, including days, evenings, weekends and overnights, ensuring comprehensive coverage to meet the needs of our members.

Responsibilities

Respond to inbound calls, emails, and chats from patients and members, ensuring accurate and timely information is provided.
Assist with inquiries related to Teladoc Health services, such as appointment scheduling, registration, eligibility checks, account management, and general support.
Demonstrate a thorough understanding of Teladoc Health services and provide program-specific information.
Direct patients and members to the appropriate teams when necessary.
Relay messages from healthcare facilities to the appropriate team members.
Act as the first point of contact for patients and members, ensuring exceptional and empathetic interactions.
Represent Teladoc Health professionally with a patient- and member-focused approach.
Efficiently resolve issues and complaints, escalating complex cases to Tier 2 support or supervisors as required.
Provide first-level technical troubleshooting for the Teladoc app, escalating unresolved issues.
Handle crisis calls when necessary with professionalism and care.
Maintain accurate records of all interactions in customer relationship management (CRM) systems and electronic medical records (EMR).
Navigate multiple internal systems to provide high-quality support.
Document key information on patient and member accounts clearly and concisely.
Follow all company policies and procedures to ensure compliance with regulatory and quality standards.
Work closely with team members and other departments to ensure seamless service delivery.
Participate in ongoing training and development to stay informed about Teladoc Health services and best practices.
Consistently meet or exceed performance goals, including response time, resolution time, and customer satisfaction.
Perform additional tasks and responsibilities as directed by the supervisor to support the department's objectives.

Benefits

Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients.
Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health.
Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada.
Be a part of a growing team across Canada, that thrives on engagement, learning and growth.
Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey.
We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible.
At Teladoc Health we believe that personal and professional diversity is the key to innovation.
We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Teladoc Health Canada, Inc. uses artificial intelligence-assisted tools as part of our recruitment process, including to screen and evaluate candidates. These tools support, but do not replace, human judgment. Our hiring team makes all final decisions.
At Teladoc Health we thrive on difference and individuality.
Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.
If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]
Our mission is to empower all people everywhere to live their healthiest lives.