DescriptionLocation: 600 boulevard de Maisonneuve Ouest, Montre9al, QC H3A 3J2 - 100% on-site
Status: Permanent, full-time (37.5 hours/week)
Schedule: Monday to Friday, daytime hours
Join a team dedicated to delivering superior service and ensuring a smooth and efficient patient experience. As a Team Leader, you will play a key role in supervising and engaging employees while optimizing processes to ensure outstanding service delivery. You will be responsible for the administrative teams, including reception, medical office administration, and coordination.
Heres HowYou will lead a team committed to delivering an exceptional patient experience while optimizing the efficiency of clinical operations. Your responsibilities will include:
Customer Experience and Satisfaction- Maintain and strengthen a patient-focused culture and a high level of service
- Manage customer escalations and collaborate with internal teams to ensure the rapid and effective resolution of issues
- Ensure transparent, compassionate, and professional communication with patients
Team Engagement and Management- Directly supervise the reception team, medical assistants, and operations coordinators
- Recruit, train, and support the professional development of employees
- Plan schedules and manage replacements based on operational needs and constraints
- Provide ongoing coaching, support, and recognition to foster employee engagement and retention
Process Optimization and Performance- Oversee daily operations and ensure their smooth and efficient execution
- Implement and standardize best management and service practices, including customer satisfaction results, renewals, performance tracking metrics for the medical office, wait times, and other key performance indicators
- Ensure compliance with quality standards and operational excellence requirements
- Identify opportunities for continuous improvement and implement effective solutions
- Act as a change agent in the implementation of new technologies and processes
Collaboration and Growth- Work closely with managers from other clinics to share best practices and align operations
- Contribute to organizational growth by supporting effective and engaging change management initiatives
- Stay informed about industry trends and propose relevant innovations
QualificationsYou Bring- College diploma (DEC) in a relevant field; a Bachelors degree is an asset
- Minimum of 7 years of experience in customer service
- 4 years of experience in operations management and/or people management
- Bilingualism in French and English, both spoken and written, is essential
- Strong ability to work under pressure, with autonomy, resourcefulness, and a strong sense of urgency
- Responsible, highly organized, and excellent planning skills
- Ability to understand and analyze organizational performance reports
- Strong knowledge of Microsoft Office (Google Workspace is an asset)
Advanced English proficiency is required, as you will regularly be expected to communicate in English with external parties (e.g., clients, suppliers, or external partners), interact in English with internal parties (e.g., colleagues or stakeholders), and work in an English-language IT environment as part of the responsibilities associated with this position, which has a national scope.
Salary Range: $70 000 - $130 000
Performance Bonus or Sales Incentive Plan:
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesnt match your expectations. Were open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the roles requirements
- 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 ...
Job Type: This is for a current vacancy
Health
Were 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.
