Critical Incident Team Leader
6 days ago
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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