Senior Critical Incidents Specialist

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.

If you're looking for an impactful role where you can apply your clinical expertise in critical incident management, we'd love to hear from you.

Senior Critical Incidents Specialist

Full-time position

Sydney, Melbourne or Brisbane

About Us:

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.

About the role:
We are seeking a dedicated and compassionate Incident Management Clinician to provide clinical excellence in the delivery of critical incident support across Australia. In this role, you will be responsible for delivering psychological first aid and psycho-education to impacted customers and clients. You will work collaboratively with clinical and service delivery teams to ensure the highest standard of support and case management in line with company policies and industry best practices.

About you:
You are a highly skilled clinician with a strong background in the EAP industry, clinical services, and wellbeing support. With at least three years of post-graduate experience, you are passionate about helping others through crisis situations and providing exceptional customer service. You are proficient in managing complex cases, collaborating effectively with internal teams, and ensuring compliance with policies and regulatory obligations. You excel in both individual and team settings and have a commitment to continuous improvement in clinical practices.

The day to day:

• Provide clinical case management, including escalations, in a timely and efficient manner while adhering to policy and procedure requirements.
• Deliver psychological first aid and psycho-education to clients affected by critical incidents.
• Collaborate with internal teams, including Clinical Leads and Service Delivery Managers, to ensure cohesive service delivery.
• Maintain high standards of customer service by interacting empathetically and proactively with all stakeholders.
• Continuously contribute to the improvement of clinical processes and practices.
• Ensure the confidentiality of all client information in line with company protocols.
• Provide support for clinical escalations, complaints management, and contribute to team leadership as needed.
• Use multiple systems proficiently to manage cases and deliver services effectively.

If you're looking for an impactful role where you can apply your clinical expertise in critical incident management, we'd love to hear from you.

For You:

• Access to our internal Employee Assistance Program

• Access to our wellbeing program initiatives

• A fun, dynamic, positive team environment

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 is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

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.

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