Client Service Manager
TELUS
full-time
Posted on:
Location Type: Office
Location: Toronto • Canada
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Salary
💰 CA$70,000 - CA$120,000 per year
About the role
- Your mission is to elevate the customer experience
- Achieve a high level of performance ensuring successful delivery of client specific projects
- Provide support for various client initiatives
- Serve as the primary point of contact for carriers or TPAs
- Ensure they fully leverage their adjudication technology solutions
- Responsible for planning, risk management, and management of interdependencies
- Work on highly visible programs interacting with stakeholders from every level and area of TELUS
- Day to day interaction with our customers
- Drive exceptional service delivery and improve operational efficiency
- Manage and maintain relationships with numerous internal stakeholders
- Act as the main point of contact for carriers, understanding their business needs and regulatory requirements
- Ensure clients fully leverage our technology solutions to support their business operations and innovative strategies
- Deliver outstanding service by deeply understanding and addressing client needs
- Gather and share valuable customer insights to inform continuous improvements in our solutions
- Contribute to the development and execution of solutions that enhance adjudication operations and compliance
- Execute program plans (quality, risk, communication etc)
- Align the program outcomes with stakeholder expectations and standards
- Work with internal teams, including Product, Support, and Sales
Requirements
- Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management
- Exceptional communication and relationship-building skills
- Strategic problem-solving abilities and a customer-first mindset
- Ability to thrive in a fast-paced, collaborative environment
- Passion for improving adjudication operations through technology
- Demonstrated ability to influence and collaborate with clients, stakeholders and cross-functional teams
- Ability to take initiative and work with minimal supervision and work collaboratively with both internal and external customers
- Ability to support strategic plans including business, financial and product strategies
- Excellent analytical, communication and presentation skills
- Knowledge of pharmacy benefits management industry, managed care, health technology assessment
- Experience with private payer stakeholders (insurers, third-party administrators, brokers, consultants), clinical programs, and claims processing
- Subject matter expertise in Canadian drug benefit programs management
- In depth knowledge of both private and public sector stakeholder interests, strategies and trends
- Knowledge of TELUS Health financial processes, priorities and strategic objectives
- University or other post secondary education
- 3+ years experience in the pharmacy benefits management industry
- 3+ years of experience in management, preferably client service management or business operations management
- Advanced knowledge of English is required
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
adjudication technology solutionsprogram planningrisk managementquality managementcommunication managementanalytical skillspresentation skillsclient careclaims processingpharmacy benefits management
Soft Skills
exceptional communicationrelationship-buildingstrategic problem-solvingcustomer-first mindsetinitiativecollaborationinfluenceadaptabilitycustomer insightsoperational efficiency
Certifications
university degreepost-secondary education