TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
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About Telus Health
At Telus Health, we deliver innovative, secure, and scalable solutions that help organizations optimize their health and benefits programs. Our commitment to collaboration and client success ensures seamless, efficient implementations.
Join our team and what we'll accomplish together
The Issue Resolution Facilitator Lead is a hybrid role that blends issue management, process improvement, and client/vendor coordination during non-production client implementations. Acting as a key liaison between internal teams, clients, and vendors, this role ensures timely resolution of issues while driving collaboration and workflow enhancements. The Lead also plays a mentoring role within the facilitation team, helping to build capacity and maintain high standards.
What you'll do
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Non-Production Issue Management: Coordinate and oversee the resolution of non-production issues during implementations, ensuring efficient communication and swift action;
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Team Leadership: Mentor facilitators, prioritize tasks, and promote collaboration and skill-building within the team;
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Process Improvement: Identify inefficiencies, propose solutions, and implement best practices to streamline workflows and improve overall project outcomes;
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Client and Vendor Coordination: Serve as a point of contact for clients and external partners on technical issues, ensuring alignment and timely resolution;
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Stakeholder Communication: Provide clear, concise updates to internal and external stakeholders, preparing reports to track progress and identify trends;
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Proactive Engagement: Analyze patterns across implementations to drive proactive changes, reduce recurring issues, and improve system stability.
What you bring
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Experience: 5+ years in issue management, client implementations, project coordination, or a related role, with experience in healthcare technology, pension, or benefits administration preferred;
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Skills: Exceptional communication, organizational, and problem-solving skills; familiarity with issue tracking tools like ServiceNow, CW, or ADO;
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Leadership: Proven experience mentoring teams and fostering collaboration across departments;
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Education: Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
Impact
This role is vital to ensuring smooth, efficient client implementations by bridging technical, client, and vendor interactions, resolving issues effectively, and driving continuous improvement in processes and workflows.
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
What We Do
At TELUS, our purpose-driven team works together every day to innovate and do good. From providing technology solutions that make our lives safer and easier, to supporting those who need it most, our inclusive, spirited and giving people are passionate about empowering our customers, communities and each other to thrive in our digital world.
A company that helps you be your best self at home and at work:
Find a place where you truly belong, your opinions are valued and you can be your best self.
A career that ignites your full potential:
Get the guidance and support you need to explore your interests, build your skills and get where you want to go.
A culture that goes beyond the expected to strengthen communities and the planet:
Seize the opportunity to make a difference in our communities and do good for our planet as part of our purpose-driven team.
An innovative team committed to solving complex, real world problems:
Join a digitally-enabled workforce that’s pushing the boundaries to create sustainable change.
Join us, and let’s make the future friendly, together www.telus.com/careers
