Telehealth Associate

As a member of the 811 team, the Telehealth Associate acts as the first point of access to Telecare Services and responds to all incoming calls; manages the call queue within quality standards and specifications for the Telecare Services; supports workforce and quality activities.

Duties and Responsibilities

• Practices within the scope, process and policy frameworks of the program and the role defined for Telehealth Associates
• Answers incoming calls
• If indicated as per call processing policy, transfers incoming calls directly to the Ambulance Dispatch Center, a Telehealth Nurse, or Clinical Therapist
• Manages the call queue within the decision support software and in accordance with established policy
• Reports unusual calls or occurrences to the on-duty Clinical Shift Supervisor or Operation Support Team Leader in a timely manner
• Completes other administrative support activities as required
• Respects quality standards and contributes to service excellence
• Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential and caring manner
• Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions
• Participates in staff orientation and continuing education sessions as required

Qualifications and Requirements

• Minimum of 1 year of relevant experience, with work experience in a healthcare or customer call center environment considered an asset
• Strong computer and telecommunication skills
• Knowledge of computer environments and basic computer programs (word processing, data entry, spreadsheets)
• Advanced ability to establish rapport through telephone contact
• Strong communication and interpersonal skills
• Capacity to work in a team environment and support co-workers
• Ability to identify opportunities for personal, team and service improvement and recommend workable solutions
• Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member
• Ability and willingness to work rotating shifts, 7 days a week
• While all applicants are welcome to apply, preference will be given to Bilingual (French/English) candidates

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.