CAN Bilingual Case Manager

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.

Summary of Position  

The Case Manager is a key player on a cross-functional team comprised of medical coordinators and regulated healthcare professionals such as nurses, social workers, occupational therapists, psychiatrists, and psychologists that is responsible for the delivery of clinical support and case management for members with mental health challenges and/or related symptoms. The Case Manager will ensure clinical quality and the highest level of member satisfaction while working directly with the member to implement and measure progress against action plans.

Essential Duties and Responsibilities 

• Provide the best patient care for individuals via both video and phone interactions
• Assess patients’ mental health concerns and perform counselling
• Support our Mental Health Care and Employee & Family Assistance Programs
• Serve as the case manager for members during their Mental Health program participation, ensuring the highest possible member experience and proactive communication on case progression and next steps.
• Obtain a comprehensive health history by leading members through an intake assessment to capture all relevant data about their current condition and health history using a bio-psycho-social model.
• Contribute to completing outcome measures and assessment questionnaires such as assessment inventories/tests as directed by psychology and psychiatry experts on Teladoc’s team.
• Facilitate expedited procurement of member medical records.
• Schedule treatment action plan report discussions between members and Teladoc clinicians.
• Assist members to implement treatment, identifying best path to care as recommended in expert action plan report.
• Provide technical and case support to Teladoc clinicians.
• Meet defined service level standards for case progression, overall quality, and member satisfaction.
• Ensure compliance with privacy legislation such as the Personal Information Protection and Electronic Documents Act (PIPEDA) and Personal Health Information Protection Act (PHIPA).
• Utilize technology to ensure case coordination and integrity of information documenting all internal and external communications (verbal and written)
• Provide training and education to members, third party and internal partners on a variety of subjects, from administrative tasks such as how to use video conferencing tools to more in-depth topics, such as how the Mental Health program works.
• Assist in building the company’s network of quality mental health community resources and partners.
• Liaise with third party partners to ensure a seamless case management process with measurable outcomes and metrics.
• Perform other duties, as directed. The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities 

None 

Qualifications Expected for Position 

• Experience working in the mental/behavioral health field and knowledge of the mental health system.
• Demonstrated knowledge of relevant policies and legislation surrounding mental health.
• Overall expert knowledge of mental health and addiction services.
• Knowledge and experience in both physical and mental health, bio-psycho-social model, determinants of health, mood disorders and respective treatment plans, prevention and functional aspects of disability, assessment methods and techniques.
• Experience providing clinical assessments and structured counselling for individuals presenting with a wide range of mental health conditions
• Additional training in the following therapeutic modalities: Cognitive Behavioural Therapy (CBT), Dialectical Behavioral Therapy (DBT), Acceptance and Commitment Therapy (ACT), Mindfulness Therapy, Motivational Interviewing (MI), Other therapeutic modalities are an asset
• Proven ability to work effectively as part of a multidisciplinary team and demonstrate competence in performance of the facilitator/care coordinator role, case management, clinical
  assessment and intervention and documentation of care
• Proficiency in report writing and ability to summarize and synthesize reports.
• Exceptional networker or resourceful researcher (i.e. identifying partners, providers, etc.).
• Demonstrated ability to manage cases and multiple projects in parallel.
• Proven excellent interpersonal skills and effective oral/written communication skills.
• Demonstrated excellent organizational, problem-solving, decision-making, conflict resolution and critical thinking abilities.
• Ability to work independently but recognize when escalation is warranted.
• Ability to adapt to a fast-paced work environment in a growing company with expanding service lines and client base.
• Competent using office productivity software (Microsoft Excel, Word, Outlook, PowerPoint, Adobe Acrobat), EMR’s and browser-based software applications to search for information and enter data

Required license or credentials needed:  

• Bilingual fluency (both written and verbal) in English & French required
• Master’s Degree of Social Work/Nursing/Occupational Therapy is required and in good standing with governing college.
• 5+ years’ experience in a professional office environment required; hospital, physician practice, or other medical environment preferred.

Why Join Teladoc Health?

Impactful, Connected Healthcare: 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. 

Our Work Truly Matters: 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. 

Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible. 

Diversity and Inclusion: 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]