Client Experience & Technology Solutions Program 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.

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)

• Meet with the Director, Implementation Managers, and Operations team to understand client needs and project requirements.
• Configure the TH Case Management platform for new client implementations or contract renewals.
• Translate business requirements into system configurations that work in practice.
• Collaborate with the Product Support team on configuration-related questions and technical considerations.
• 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)

• Conduct thorough system testing in lower environments before any changes move to production.
• Validate that configurations meet the original requirements and function correctly across the platform.
• Ensure changes don't create unintended side effects for other clients or workflows.
• Document testing results and flag any issues for resolution before rollout.
• Partner with the Product team on any configuration-related issues identified during QA.

Client Communication & Support (~20% of your time)

• Provide timely updates to internal Business teams and external clients on outstanding or in-progress ticket items.
• Answer client questions promptly and explain technical solutions in non-technical language.
• Help clients understand how new configurations work and how to use them as changes are rolled out.
• Manage Help Desk and User Admin tickets in a timely manner and consistently meet SLAs.

Strategic Support & Continuous Improvement (~10% of your time)

• Participate in special projects and process improvements as needed.
• Identify patterns in client requests and provide feedback to leadership on product enhancements.
• Contribute to documentation and knowledge-sharing that helps the team improve efficiency.

What You Bring

You MUST Have:

Platform Experience

• Hands-on experience with TH Case Management platform, OR
• Equivalent experience configuring healthcare platform solutions (minimum 2+ years).

Software Testing Knowledge

• Demonstrated knowledge of software testing practices, including:
• Manual testing
• Test case documentation
• QA workflows

Communication Skills

• Excellent written and verbal communication skills.
• Ability to explain technical concepts in non-technical language.
• Comfortable engaging with both technical and non-technical stakeholders.

Client Service Orientation

• A patient listener who understands what clients really need.
• Ability to propose solutions that add genuine value.

Ticket & Priority Management

• Ability to manage multiple tickets and priorities simultaneously.
• Consistently meet established SLAs.

Self-Starter Mentality

• A deep desire for personal and professional learning.
• Eagerness to understand industry processes.
• Ability to work independently when needed.

You'd Be Great If You Also Have:

Healthcare Domain Knowledge

• Experience working in healthcare or with healthcare platforms.

Ticketing System Familiarity

• Experience with:
• ADO
• Jira
• Similar ticketing and project management systems

TELUS Health Ecosystem Knowledge

• Familiarity with other TELUS Health products or the broader product portfolio.

Change Management Understanding

• Knowledge of change management principles.
• Experience supporting organizations through system implementations.

Problem-Solving Mindset

• You don't just manage tasks.
• 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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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.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.