***** Must speak both French & English *****

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person's health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Position Summary

The Bilingual Case Coordinator is an integral part of the mental health team that facilitates delivery of Teladoc mental health programs to Teladoc Health members. The Case Coordinator is responsible for scheduling appointments with providers, delivering support and training on necessary software applications, sharing of medical reports, and proactive communication with members, providers, and case team members on appointment confirmation/changes.

Responsibilities include continuous collaboration with internal teams, members, stakeholders, and providers, ensuring the highest quality of service and customer experience.

Role and Responsibilities

• Provide clear, concise communication on case progress to providers and stakeholders with a focus on providing the highest level of customer service; immediately escalates all concerns and challenges to supervisor
• Document all updates and case team communication thoroughly and accurately in case management platform
• Facilitate provider case matching and collaborate with team regarding selection of appropriate providers through regular use and management of Teladoc's database
• Collaborate with the Provider Advocates to act as a liaison between case team and providers
• Organize and schedule assessments or other consultations as needed between key stakeholders
• Provide accurate and timely support to providers, including navigating the case management software and troubleshooting concerns; escalate concerns to the appropriate teams such as IT, Provider Support, leadership, etc. if and when appropriate
• Review, deliver and receive files from case team members and client partners; fulfilling individual and team metrics to determine success of the programs
• Complete daily review of cases to ensure timely case management and task completion
• Accountable for meeting defined service standards for speed of case progression, overall quality, and client/member satisfaction
• Aid tracking and gathering data points needed for analytical and reporting purposes
• Ensures compliance with privacy legislation (PIPEDA, PHIPA) rules and regulations at all times, in addition to maintaining high standards of virtual care
• Other duties, as directed

Skill Requirements/Preferences

• Bachelor's degree strongly preferred; Health Sciences/Administration OR 3+ years' experience in a professional office environment; hospital, healthcare/physician practice, or other medical environment preferred
• Bilingual fluency (both written and verbal) in English & French
• Case management experience considered an asset
• Experience working in the mental/behavioral health field is an asset
• Strong technological proficiency with software programs including Word, Excel, PowerPoint, Outlook; Teams; Salesforce
• Strong organizational skills
• Outstanding verbal and written communication and customer service skills
• Effective team player able to work independently and collaboratively as part of a high performing team
• Thrives in a fast-faced environment where change is a welcomed challenge
• General knowledge of medical terminology
• Strong analytical skills

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person's health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We've already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at