Administrative Associate - Home Health Monitoring Operations (Bilingual - English/French)

Description

Ready to help revolutionize healthcare for Canadians?

Our team and what we'll accomplish together

As a key member of the Home Health Monitoring Operations team at TELUS Health, you'll be on the frontlines of supporting patients and their care teams as they navigate the future of remote care. TELUS Home Health Monitoring has been trusted by Canadian health authorities for over 10 years, and the people behind our support operations are central to delivering on that promise every day.

In this fully remote role, your empathy, bilingual communication skills, and technical aptitude will directly shape the experience of patients managing chronic conditions and post-surgical recovery from the comfort of their own homes. Our platform enables clinicians to track patients' vital signs and health data using connected devices and digital tools - allowing care teams to optimize health outcomes, intervene early to prevent complications, and reduce unnecessary hospital visits. You'll be the human connection that makes all of that possible.

Our commitment: Better healthcare options for everyone. We leverage the power of technology to deliver better health outcomes for Canadians - and the people behind those interactions are what make it possible.

What you'll do

We are looking for a patient, bilingual communicator with a knack for problem-solving and a genuine desire to support patients and healthcare professionals. You'll be the go-to resource for patients and clinicians using TELUS Home Health Monitoring - helping them stay connected, stay informed, and stay home.

Here's how:

Patient & Clinician Support

• Provide compassionate, bilingual support (English and French) to patients and healthcare clinicians via phone, email, and other communication channels
• Guide patients through using the TELUS Health Monitor app, submitting vitals via Bluetooth-connected devices, and navigating their condition-specific health questionnaires
• Support clinicians and care teams with platform navigation, patient onboarding, and care coordination questions
• Deliver a consistently warm, professional experience that keeps patients comfortable and confident at home

Technical Troubleshooting

• Assist patients with setup and use of pre-configured monitoring kits including tablets, blood pressure monitors, pulse oximeters, scales, and thermometers
• Diagnose and resolve device and connectivity issues in plain, accessible language
• Document issues and resolutions accurately in relevant systems
• Identify recurring issues and flag trends to the operations team

Operations & Administration

• Maintain detailed and accurate records of all patient and clinician interactions
• Follow established workflows and protocols to ensure compliance and consistency
• Manage workload independently in a fully remote environment
• Collaborate with teammates and clinical liaisons to ensure seamless patient experiences

Qualifications

What you bring

• Bilingual proficiency in English and French (written and spoken)
• Strong communication skills with a patient, empathetic approach - especially when supporting seniors and those managing chronic conditions
• Demonstrated ability to troubleshoot technical issues and explain solutions in plain language
• Excellent organizational skills and high attention to detail
• Proven ability to work independently and reliably in a remote environment
• Flexibility to work rotating schedules across a 7-day week (Monday through Sunday, 8am–8pm EST), with your assigned work week being any 5 consecutive days, plus periodic on-call weekend shifts in addition to your regular schedule

Great-to-haves

• Experience working with elderly populations or individuals managing chronic conditions
• Background in healthcare, home care, or a regulated health environment
• Previous customer service or technical support experience
• Familiarity with remote patient monitoring or clinical workflows

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.