À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.
Client Experience & Technology Solutions Program Specialist
Reports to: Director, Client Essential Team
Work Model: Remote
Join Our Team and What We'll Accomplish Together
The Client Essential team manages a mission-critical platform that supports healthcare organizations across North America. Every configuration we deploy, every change we implement, and every ticket we resolve impacts how healthcare professionals deliver care to patients. As a Client Experience & Technology Solutions Program Specialist, you'll be the quality guardian between our product team and the clients who depend on our platform daily.
You're not just managing requests—you're ensuring that every solution we deliver meets both technical excellence and real-world client expectations. Your work directly protects the integrity of healthcare workflows and data. You'll be the bridge that helps clients understand new capabilities, troubleshoot issues, and optimize how they use the platform.
TELUS Health leverages the power of technology and our caring culture to build 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.
Being part of our group means you'll benefit from products with global scale, our industry-leading culture with a focus on helping people, a full range of benefits, and remote work options. Our employees also have access to the same high-quality well-being support and resources provided to our customers.
We pride ourselves on providing a work environment that inspires innovation, connection, and collaboration while supporting your growth and development both personally and professionally. We value difference-makers and individuals who bring high energy, passion, and a relentless commitment to excellence to their roles.
What You'll Do
You'll split your time across several interconnected workflows, each critical to client success:
Configuration & Requirements Gathering (~40% of your time)
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Meet with the Director, Implementation Managers, and Operations team to understand client needs and project requirements.
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Configure the TH Case Management platform for new client implementations or contract renewals.
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Translate business requirements into system configurations that work in practice.
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Collaborate with the Product Support team on configuration-related questions and technical considerations.
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Open ADO tickets for all requests requiring Product team support and follow up on ticket status until completion.
Testing & Quality Assurance (~30% of your time)
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Conduct thorough system testing in lower environments before any changes move to production.
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Validate that configurations meet the original requirements and function correctly across the platform.
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Ensure changes don't create unintended side effects for other clients or workflows.
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Document testing results and flag any issues for resolution before rollout.
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Partner with the Product team on any configuration-related issues identified during QA.
Client Communication & Support (~20% of your time)
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Provide timely updates to internal Business teams and external clients on outstanding or in-progress ticket items.
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Answer client questions promptly and explain technical solutions in non-technical language.
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Help clients understand how new configurations work and how to use them as changes are rolled out.
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Manage Help Desk and User Admin tickets in a timely manner and consistently meet SLAs.
Strategic Support & Continuous Improvement (~10% of your time)
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Participate in special projects and process improvements as needed.
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Identify patterns in client requests and provide feedback to leadership on product enhancements.
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Contribute to documentation and knowledge-sharing that helps the team improve efficiency.
What You Bring
You MUST Have:
Platform Experience
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Hands-on experience with TH Case Management platform, OR
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Equivalent experience configuring healthcare platform solutions (minimum 2+ years).
Software Testing Knowledge
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Demonstrated knowledge of software testing practices, including:
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Manual testing
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Test case documentation
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QA workflows
Communication Skills
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Excellent written and verbal communication skills.
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Ability to explain technical concepts in non-technical language.
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Comfortable engaging with both technical and non-technical stakeholders.
Client Service Orientation
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A patient listener who understands what clients really need.
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Ability to propose solutions that add genuine value.
Ticket & Priority Management
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Ability to manage multiple tickets and priorities simultaneously.
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Consistently meet established SLAs.
Self-Starter Mentality
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A deep desire for personal and professional learning.
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Eagerness to understand industry processes.
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Ability to work independently when needed.
You'd Be Great If You Also Have:
Healthcare Domain Knowledge
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Experience working in healthcare or with healthcare platforms.
Ticketing System Familiarity
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Experience with:
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ADO
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Jira
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Similar ticketing and project management systems
TELUS Health Ecosystem Knowledge
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Familiarity with other TELUS Health products or the broader product portfolio.
Change Management Understanding
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Knowledge of change management principles.
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Experience supporting organizations through system implementations.
Problem-Solving Mindset
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You don't just manage tasks.
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You actively think about how to improve processes and solve problems before they escalate.
The Ideal Candidate
You're a problem-solver who understands very technical subjects but can easily translate them into language that non-technical people understand.
You're not necessarily a "technical person," but you grasp application development concepts and can engage confidently in technical discussions. You focus on understanding what projects really need and propose solutions that are feasible, valuable, and implementable.
You anticipate client needs before they ask. You document your decisions clearly so others can follow your logic. You ask clarifying questions before diving into configuration work. You answer emails and messages promptly without requiring follow-ups.
You also have a genuine interest in understanding the healthcare industry and the business processes your clients rely on every day.
A Typical Day
You'll start the day by reviewing your ticket queue and priority items. You might meet with the Director to gather requirements for a new client implementation or work with the Operations team to clarify specifications for a contract renewal. You'll configure the system based on the requirements workbook depending on the nature of the request.
Mid-morning, you might shift into QA mode—testing a configuration you completed yesterday in a lower environment, documenting test cases, and flagging issues for the Product team. Throughout the project, you'll support Implementation Managers and Operations stakeholders to clarify requirements and troubleshoot configuration questions.
You'll also respond to client messages—answering questions about how a recent change works, walking them through a new feature, or updating them on the status of their in-progress request. You're often the first and most trusted point of contact for our clients.
As the day winds down, you might update ADO tickets with progress notes, prepare documentation for a change rollout, or identify process improvements to share with the Director at your next check-in.
Why This Role Matters
Healthcare organizations depend on our platform to manage critical workflows. Your work ensures those workflows are smooth, reliable, and aligned with how clients actually work.
You're the difference between a deployment that goes smoothly and one that creates confusion.
You're the reason clients trust us with their operations.
Compensation
Salary Range: $55,000 - $65,000 + 5% Bonus
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À propos de nous
Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.
À TELUS, nous sommes fiers de notre culture qui encourage la diversité. Nous croyons foncièrement à l’importance d’adopter des pratiques équitables en matière d’emploi. Ainsi, le dossier de tous les candidats qualifiés est étudié. Pendant tout le processus de recrutement, nous tenons compte des besoins particuliers des candidats handicapés, au besoin.
Avertissement : Conformément à la Politique de sécurité des centres de données de TELUS Santé, tout membre de l’équipe susceptible de travailler dans un centre de données ou d’avoir accès à des renseignements détaillés sur les technologies de service client peut faire l’objet d’une enquête de sécurité auprès du gouvernement du Canada.
Remarque aux candidats du Québec : si la connaissance de l’anglais est requise, c’est parce que le/la membre d'équipe qui occupera ce poste sera appelé(e), sur une base régulière, à interagir en anglais avec des parties externes ou internes ou encore à travailler dans un environnement informatique anglais dans le cadre de ses tâches.
En déposant votre candidature pour ce rôle, vous comprenez et acceptez que vos informations seront partagées avec l'(les) équipe(s) d'acquisition de talents du groupe de sociétés TELUS et/ou tout gestionnaire impliqué dans le processus de sélection.
