Strategic Programs Director: Head of Patient Journey and Service Excellence

Telus

  • Calgary, AB
  • $118,000-178,000 per year
  • Permanent
  • Full-time
  • 29 days ago
DescriptionAbout TELUS Health - Care CentresAt TELUS Health, we're on a mission to empower every person to live their healthiest life. Guided by this vision, we're harnessing the power of cutting-edge technology and embracing the individuality of every patient to shape the future of health.TELUS Health - Care Centres is a growing, connected network of 14 best-in-class medical clinics across Canada. Our passionate, multidisciplinary care teams are supported by innovative digital platforms that enable them to deliver:
  • Highly personalized, data-informed care
  • Seamless and exceptional patient experiences
  • Effortless access to a comprehensive range of services in preventive health, primary care, mental health, wellness, and occupational health
We are reimagining how care is delivered-integrating clinical excellence with service innovation to improve the lives of Canadians.Our team and what we'll accomplish togetherThe Head of Patient Journey & Service Excellence is responsible for defining and optimizing the full end-to-end patient journey across our clinic network-from first contact to follow-up and beyond. This role applies service design, systems thinking, and programmatic leadership to build a unified, high-performing experience that supports our vision for personalized, preventative, and accessible care.What you'll doEnd-to-End Journey Ownership
  • Map the entire patient lifecycle, identifying friction points and experience gaps across both in-person and digital interactions
  • Define and maintain a clear target state blueprint spanning scheduling, diagnostics, care delivery, billing, and post-visit communication
Service Design & Program Development
  • Apply design thinking and service design methodologies to co-create improved workflows and experience standards
  • Develop standardized patient experience playbooks and lead experience-focused improvement programs across the network
Experience Innovation & Initiatives
  • Launch initiatives to improve key journey points: seamless access, communication, wait time transparency, and care continuity
  • Ensure our experience design reflects inclusivity, personalization, and patient empowerment principles
Clinical Partnership & Alignment
  • Partner closely with clinical leaders, physicians, and care teams to co-design patient experience improvements that enhance-not disrupt-clinical effectiveness
  • Ensure that service standards and journey improvements are clinically sound, realistic, and aligned with scope of practice, safety, and regulatory guidelines
  • Support the embedding of patient experience principles into clinical touchpoints, including consults, care transitions, diagnostic handoffs, and follow-ups
Digital Experience Alignment
  • Collaborate with digital product, engineering, and UX teams to align patient-facing platforms with ideal experience flows
  • Ensure that online booking, virtual visits, portals, and follow-up tools reflect and reinforce service excellence
Voice of the Patient & Feedback Loops
  • Build and manage a structured Voice of the Patient program (surveys, interviews, sentiment analysis) to capture actionable insights
  • Create feedback loops with frontline staff and leadership to inform priorities and close experience gaps
Change Management & Adoption
  • Lead change management initiatives to embed experience standards across clinics and functional teams
  • Collaborate with training leads to integrate service expectations into onboarding, SOPs, and ongoing education
Measurement & Reporting
  • Define and report on key experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), issue resolution time, and first contact resolution
  • Benchmark internal performance and ensure continuous improvement across sites
QualificationsWhat you bring
  • 5+ years of experience in healthcare service delivery, patient experience leadership, or service design roles
  • Proven success mapping and improving end-to-end healthcare or customer journeys in complex or multi-site settings
  • Expertise in service design and journey mapping methodologies (e.g., blueprinting, touchpoint audits)
  • Deep understanding of healthcare operations including clinical workflows, scheduling, billing, and care coordination
  • Demonstrated experience leading cross-functional collaboration with clinical, operational, and digital product teams
  • Strong background in managing Voice of the Patient or Voice of the Customer programs
  • Skilled in change management and cultural transformation related to service excellence
  • Experience in private healthcare, concierge medicine, or technology-enabled care settings preferred
Why Choose TELUS Health?At TELUS Health, you'll join a team that's genuinely committed to making healthcare more accessible and effective for everyone. You'll have the opportunity to:
  • Make a real impact on thousands of patients across our network
  • Work with cutting-edge technology and innovative digital health solutions
  • Collaborate with passionate healthcare professionals who share your vision
  • Shape the future of preventive and personalized medicine
  • Grow your career in a supportive, innovation-focused environment
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.#LI-RemoteSalary Range: $118,000-$178,000Performance Bonus or Sales Incentive Plan: 30%Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:
  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …
A bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.HealthWe’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.We are honoured to be recognized21,166
Physicians using TELUS Health electronic medical records6,300
Pharmacies using our pharmacy solutions140 million+
Health claims processed using TELUS Health solutionsAccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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