TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
To Liaise with our Affiliate counselling network and to case-manage all referred counselling cases ensuring counsellors are using appropriate clinical approaches in line with requirements of TELUS Health clinical quality standards; this will include advising on the management of complex clinical and risk issues.
To provide excellent support to key contacts within client companies and corporations, including providing sensitive and confidential feedback and complaint resolution.
To work effectively as part of the Provider Services Team to ensure TELUS Health clinical policies and procedures, and industry standards are adhered to. What will you do?
A typical week balances day-to-day network support with deeper, strategic clinical work:
Day-to-Day Operations
Manage provider helpline and resolve provider queries, mailboxes, and escalations
Review session extension requests and manage clinical case distribution
Monitor service-level agreements (SLAs) and caseload metrics
Navigate TELUS Health's case management systems and support the team through ongoing system transitions
Clinical Auditing & Governance
Conduct clinical case audits against TELUS Health clinical, ethical, and safeguarding standards
Assess complex and high-risk clinical presentations; escalate concerns appropriately
Ensure compliance with professional body requirements and regulatory standards
Document audit findings and trends to inform organizational learning
Provider Coaching & Development
Provide clinical supervision, coaching, and support to affiliate practitioners
Mentor providers through challenging cases and professional development
Build constructive, positive relationships with the provider network
Contribute to quality improvement initiatives and clinical governance decisions
Strategic Initiatives
Participate in the integration of our two provider networks—harmonizing audit standards, clinical governance processes, and quality frameworks
Support organizational development and clinical policy updates
Key Relationships:
You'll work closely with the tier 1 frontline clinical team, the broader operations team, and affiliate providers across the UK and Ireland. Cross-functional collaboration with clinical records, IT/systems support, and leadership is essential.
What you bring?
Must-Haves (Non-Negotiables):
Professional Qualification: Formal qualification and professional background in counselling, psychotherapy, or psychology (accredited training program)
Current Active Accreditation: Accreditation in good standing with a recognized professional body (BACP, UKCP, BPS, or equivalent)
Clinical Supervision Qualification: Recognized Clinical Supervision qualification or certification (e.g., BACP Supervisor Accreditation, UKCP, or equivalent)
Post-Qualification Experience: Minimum 5 years of post-qualification counselling or psychotherapy experience, across both face-to-face and remote (telephone/video) modalities
Short-Term Therapy Expertise: Formal training and demonstrated practice in Solution-Focused Brief Therapy (SFBT) or equivalent brief intervention modality
Clinical Risk Assessment: Demonstrated ability to assess and navigate complex clinical presentations, safeguarding concerns, and risk escalation
Professional Communication: Clear, professional communication style; ability to handle sensitive escalations and complaints with diplomacy and confidentiality
Strongly Preferred:
Direct experience working in an Employee Assistance Programme (EAP) or healthcare provider network setting
Experience delivering or…