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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive clinical knowledge and direct care experience, with a strong focus on customer service and case coordination. Proficient in bilingual communication and maintaining compliance with privacy legislation while ensuring accurate documentation and quality care delivery.
Highest-signal resume keywords
5+ Years Nursing ExperienceBilingual - English And FrenchClinical Experience In Mental HealthBachelor's Or Master's Degree In Nursing, Occupational Therapy, Or Social WorkStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Clinical KnowledgeCase CoordinationDocumentation SkillsQuality ReviewHealthcare NavigationTriage/Intake CoordinationDiagnosis ExplanationTreatment RecommendationCustomer Service DeliveryMultitasking
Soft Skills
Interpersonal SkillsOrganizational SkillsCommunication Skills
Tools & Technologies
Microsoft ExcelMicrosoft WordMicrosoft OutlookMicrosoft PowerPointAdobe AcrobatEMR ApplicationsSaaS Applications
Certifications & Qualifications
Provincial Nursing Licenses
Industry Keywords
HealthcareMental HealthPrivacy LegislationCase ManagementClinical Support
About the role
Key responsibilities & impact- Serve as the initial clinical contact for members/patients
- Direct members/patients to appropriate Teladoc services
- Collect comprehensive health histories and document medical data
- Provide ongoing clinical support and healthcare navigation
- Communicate service progress and maintain high customer service levels
- Collaborate with Case Coordinators and the clinical team
- Coordinate cases from triage/intake through report delivery, provider selection, and case matching
- Review complex medical issues and ensure clinical summary/report accuracy
- Explain diagnoses and treatment recommendations to members
- Meet standards for case progression, quality, and member satisfaction
- Ensure compliance with privacy legislation
- Select appropriate specialists using Teladoc’s database
- Follow up with providers on overdue reports
- Support providers with case consultation and referrals
- Maintain accurate and timely case documentation and provider information
- Conduct quality reviews of documentation
- Escalate case questions and concerns to Operations Leaders and Medical Directors
- Liaise between clinical teams and providers
- Support provider inquiries and special projects
Requirements
What you’ll need- 5+ years’ nursing, occupational therapy or social work experience
- Bilingual - English and French, both verbal and written
- Direct care experience and strong clinical knowledge base
- Excellent written, verbal, and documentation skills
- Strong organizational skills and ability to multitask
- Strong interpersonal skills
- Quality-driven focus on customer service delivery
- Competency using Microsoft Excel, Word, Outlook, PowerPoint, Adobe Acrobat; EMR and SaaS applications are an asset
- Multiple provincial nursing licenses are an asset
- Strong communication skills via telephone, email, and chat
- Ability to work a flexible schedule with occasional evening requirements
- Bachelor's or Master's degree in nursing, occupational therapy, or social work, or other equivalent degree with 5+ years’ experience
- Minimum of 3 years of clinical experience in Mental Health
- Good standing with the provincial governing body
- Maintain relevant provincial nursing licenses, if applicable
Benefits
Comp & perks- Accessible care at no cost to patients
- Professional growth and learning opportunities
- Supportive, collaborative network
- Flexible schedule
- Teladoc-supported licensing where applicable
- Inclusive and accessible work environment
- Reasonable accommodation for known physical or mental limitations