Critical Incident Team Leader

2 weeks ago

Melbourne, Victoria, Australia LifeWorks Full time

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.


To lead a team of Critical Incident coordinators who are responsible for the coordination, sourcing, and delivery of additional services (Critical Incident Response).

The position requires in-depth oversight of strategic solutions and to ensure that such solutions are being delivered in an effective and timely manner, meeting all Service Levels Agreements (SLA's).


Responsibilities:

  • Oversee all Critical Incident requests, to ensure appropriate coordination and sourcing is achieved whilst meeting client expectations and SLA's
  • Oversee all Critical Incident billing (inbound provider invoices and outbound client billing) to ensure the business is receiving appropriate and correct revenue
  • Responsible for regular business and client reporting on Critical Incident data
  • Manage Quality Assurance of all Critical Incident coordinators and facilitate performance discussions with impacted team members as required
  • Responsible for data accuracy of internal systems including initial input and ongoing updates, impacting business and client reporting, invoicing and revenue
  • Maintain a key relationship with travel vendor including the management of all invoicing and general queries
  • Responsible for Critical Incident complaint management, including investigation, communication back to impacted stakeholders and resolution
  • Responsible for all new hire training and ensuring new team members are aware of relevant KPI's and general day to day responsibilities
  • Maintain a key relationship with the Critical Incident and Trauma Manager, to ensure all Critical Incident requests are appropriately scoped, sourced and coordinated within SLA's
  • Maintain a key relationship with Senior Manager, Vendor Management, to communicate any network development issues that may impact the appropriate sourcing of Critical Incident requests
  • Maintain a key relationship with all Client Success Managers, to ensure ease of communication when discussing specific client requests, products sold or management of complaints
  • Maintain a key relationship with Clinical Manager, to ensure clinical documentation/information is regularly updated and appropriate for distribution to our client base
  • Provide leadership by setting the standard (attitude, skills, work ethic and knowledge)
  • Maintain high levels of energy, motivation and attitude amongst team members.


Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

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