Customer Service Representative (Canada) – Day, Evening and Overnight Agent, 24/7/365

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Position Summary

The Customer Service Representative (CSR) position is pivotal in facilitating the initiation of Teladoc Health Canada cases related to one or more medical services offered, alongside supporting Telemedicine consultations, and assisting Teladoc Health members & patients.  Collaborating closely with internal teams, the CSR ensures the prompt and precise completion of cases/consults while striving for utmost member/patient satisfaction. Leveraging their expertise in customer service and Teladoc Health services, they adeptly manage inbound and outbound calls, coordinate transfers to clinicians, schedule intakes and appointments, and consistently deliver top-tier service.

Role and Responsibilities

• As a vital member of our team, you will play a pivotal role in delivering outstanding service to our members & patients, serving as the face of Teladoc Health with a commitment to professionalism and member/patient-centric engagement across various communication channels such as calls, emails, and chats.

• Respond promptly to inbound calls within the Member Service queues, ensuring a timely and efficient resolution of member/patient requests and services.

• Extract pertinent information to determine member eligibility and prescribe appropriate courses of action.

• Collaborate seamlessly with clinicians and the case team, prioritizing case management/consults with a keen sense of urgency.

• Maintain meticulous case documentation in the relevant systems, ensuring clarity and completeness.

• Foster clear, concise, and effective communication with members, patients, clients, and management through both written correspondence and telephone interactions.

• Coordinate and schedule member/patient appointments as required.

• Collaborate with clinicians to facilitate pharmacy and prescription needs as necessary.

• Uphold the highest standards of quality and timeliness in all outgoing reports and communications.

• Adhere rigorously to PIPEDA rules and regulations, ensuring compliance with all parties involved in the process.

Join us in revolutionizing healthcare delivery and making a meaningful impact on the lives of our members & patients. Your dedication to excellence and commitment to compliance will be instrumental in our collective success.

Skill Requirements/Preferences

We are seeking individuals with a unique blend of skills and attributes to thrive in this dynamic role. the ideal candidate will possess:

• 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, and overnights, ensuring comprehensive coverage to meet the needs of our members.

• If you embody these qualities and are ready to contribute to our mission of providing exceptional healthcare services, we invite you to join our team and make a meaningful impact.

Education 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

• This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Why Join Teladoc Health?

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, color, 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 accessibility@teladochealth.com.