Customer Care Representative – Healthcare (Intermediate)

About the role

As a Customer Care Representative – Intermediate, you will be the primary point of contact between TELUS Digital and its patients. You will handle inquiries, resolve issues, and ensure a positive experience for every caller, while maintaining a strong focus on empathy and patient satisfaction.

Key responsibilities

• Manage large volumes of inbound and outbound calls promptly.
• Follow communication scripts for various topics.
• Identify patient needs, clarify information, research issues, and provide effective solutions or alternatives.
• Build sustainable relationships and go the extra mile to engage patients.
• Document all conversations accurately in the call‑center database.
• Attend educational seminars to improve knowledge and performance.
• Meet personal and team qualitative and quantitative targets.
• Participate in assigned projects as needed.

Required profile

• Advanced English proficiency (B2 level) – oral and written.
• High school diploma or equivalent.
• Previous experience in customer support; healthcare experience is a plus.
• Schedule flexibility.

Required skills

• Strong phone and verbal communication with active listening.
• Familiarity with CRM systems and best practices.
• Ability to multitask, set priorities, and manage time effectively.
• Customer‑focused mindset and adaptability to different personality types.