Clinical Operations Consultant - Virtual Care (Calgary, AB, CA)

Description

Location: Vancouver, BC, Toronto, ON, Calgary, AB

Status: Regular Full Time

Target Salary Range: $80k-$120k

Our team and what we’ll accomplish together

At TELUS Health, we are on a mission to be the most trusted wellbeing company in the world. TELUS Health MyCare is at the forefront of this mission, providing a public healthcare app that makes it easier for Canadians to access virtual care conveniently. We empower patients to take control of their health journey while providing our clinicians with greater flexibility and a collaborative, multidisciplinary environment.

Our team is expanding into specialized care, including our new Menopause and Weight Management services. We are evolving our model to include message-based care, allowing for seamless, convenient follow-up care between patients and their dedicated care teams.

We're seeking an experienced Clinical Operations Consultant with specific expertise in telehealth services to help pioneer groundbreaking virtual care programs for women’s health and weight management. In this role, you'll help architect these new services by defining the operational support model, the clinician compensation program, and the patient care journey. You will bridge the gap between our clinical teams, product managers, and business leaders.

You will be the subject matter expert on asynchronous healthcare, advising on how to maximize the patient and clinician experience while ensuring the service is scalable and cost-effective. You will play a critical role in defining how doctors, nurse practitioners, dietitians, and counsellors interact in a text-based environment.

What you'll do:

• Service Design & Process Architecture: Collaborate with clinical leaders to build and document distinct clinical workflows for each provider type (MDs, NPs, Dietitians, and Counsellors), ensuring each role functions at the top of their scope in a chat environment
• Clinical Product Advisory: Act as the operational voice to help define requirements for chat features, such as smart templates, automated triage, and clinician dashboards that reduce administrative burden
• Capacity & Demand Forecasting: Develop and maintain models to predict chat volume and message frequency. Advise operational leaders on staffing levels required to meet response-time goals (SLAs)
• Operational Excellence: Define and monitor key performance indicators (KPIs) including response times, clinician utilization rates, and the "Sync-to-Async" conversion rate
• Clinical Scope & Safety Guardrails: Collaborate with Medical Directors to establish clear protocols on which patient inquiries are appropriate for chat and which require an escalation to a live video consultation
• Experience Optimization: Gather and synthesize feedback from both patients and clinicians to identify friction points and propose service improvements
• Stakeholder Alignment & Change Management: Lead cross-functional working sessions to align clinical, product, and operational teams on new service workflows, ensuring smooth adoption of message-based care models

Qualifications

What you bring

• Experience: 3–5 years in Operations, Service Design, or Product Operations, ideally within a high-growth Digital Health or Direct-to-Consumer Marketplace environment
• Subject Matter Expertise: Proven experience in managing or designing asynchronous service models (text-based or queue-based delivery) including clinician compensation models for multi-disciplinary teams and scheduling systems for complex patient journeys
• Analytical Rigor: Strong proficiency in data analysis and financial models to drive decision-making and forecast capacity and unit economics
• Collaboration: Exceptional ability to influence cross-functional stakeholders, including Product, Engineering, and Clinical leadership
• Healthcare Literacy: A strong understanding of the Canadian healthcare landscape and virtual healthcare delivery
• Communication: Ability to translate complex clinical needs into clear operational processes and technical requirements

Great-to-haves

• Experience with healthcare compliance and regulatory requirements (PIPEDA, provincial telehealth regulations)
• Familiarity with healthcare scheduling or workflow management platforms
• Background in women's health, weight management, or chronic disease management