Incident Management Clinician

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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.
Provide clinical excellence in the delivery of critical incident support, including psychological first aid and psycho-education to impacted customers & clients
Responsibilities
Function Specific

• Provide an outstanding standard of customer service to every stakeholder interaction – with being empathetic, proactive and committed to delivering on promise.
• Take ownership of day to day clinical case management, including escalations whilst complying with policy and procedure requirements.
• Work collaboratively with all members of the team, and contribute to the supportive and high-performance environment.
• Application of clinical knowledge and experience to the clinical case management process in accordance with policy and procedure requirements and relevant association or registering body.
• Provide support to the Clinical Manager as directed for clinical escalations, complaints management and team leadership.

Technical Capabilities

• Accuracy and attention to detail, in relation to case management and clinical expertise
• Team collaboration
• Continuous improvement of processes and procedures and clinical best practice
• Adhere and comply to all company policies
• Proficient use of systems
• Application of clinical knowledge and experience to the clinical case management process in accordance with policy and procedure requirements.

Customer

• Provide exceptional customer service to internal and external stakeholders within company guidelines
• Adhere to SLA’s and regulatory obligations
• Ensure that all confidential information is handled in accordance with Company protocols and procedures.

Communication

• Ensure all contact and interaction is of the highest standard (written/phone/face to face)
• Communicate clearly and appropriately to all stakeholders

Qualifications and Skills Required

• Minimum 5 years post graduate clinical experience
• Full registration as a Psychologist
• Possess a good level of EAP Industry knowledge and clinical / wellbeing services with a general understanding of the major cost and revenue drivers and how they impact of our business
• Possess the ability to deal with clients and providers at all levels and translate client needs into high level professional operational service delivery
• Have well developed interpersonal skills with an ability to present and interact and influence at all levels
• Competent with IT systems – this role requires you to use multiple screens and programs.

Where permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .
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.