Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world’s leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.
Summary of Position
The Case Manager ensures the well-being of members/patients and guides them through their healthcare journey. As part of a specialized team, including Case Coordinators, physicians and nurses, the Case Manager optimizes clinical quality and ensures high member satisfaction across various Teladoc service lines. They follow members and patients through all stages, including but not limited to triage/intake to report delivery, including provider selection and case matching. Assignments may focus on Acute Care, Mental Health, or other areas based on expertise with the expectation that the case manager will be flexible and cross-trained in all applicable areas. This allows flexibility and professional growth.

Essential Duties and Responsibilities

• Serve as the initial clinical contact for members/patients.
• Direct members/patients to appropriate Teladoc services based on their medical condition.
• Collect comprehensive health histories and document relevant medical data.
• Provide ongoing clinical support and navigate the healthcare system for members.
• Communicate clearly with members about service progress, ensuring high customer service levels.
• Collaborate closely with Case Coordinators and the clinical team to support case progression.
• Use technology to ensure case coordination and information integrity.
• Review complex medical issues and ensure the accuracy of clinical summaries/reports.
• Provide clinical expertise to support members in understanding their diagnoses and treatment recommendations.
• Meet service standards for case progression, quality, and member satisfaction.
• Ensure compliance with privacy legislation
• Help select appropriate specialists using Teladoc’s database.
• Follow up directly with providers on overdue reports.
• Support providers with case consultation and referral to appropriate resources.
• Document casework clearly and timely for transparency across departments.
• Maintain accurate provider information in the system.
• Conduct quality reviews to ensure thorough documentation.
• Escalate case-related questions/concerns to Operations Leaders and the Medical Director(s).
• Review provider reports for clinical accuracy and follow up as needed.
• Liaise between the clinical team and providers to address questions and concerns.
• Ensure timely support for provider inquiries.
• Support special projects and activities as needed.

If applicable:

• Maintain relevant provincial nursing licenses
• Obtain other licenses as required (supported by Teladoc).

Supervisory Responsibilities
None

Qualifications Expected for Position

• 5+ years’ nursing or relevant therapeutic experience
• Direct care experience and strong clinical knowledge base
• Excellent written, verbal, and documentation skills
• Strong organizational skills and the ability to multitask with ease
• Strong interpersonal skills
• Quality driven with a focus on flawless customer service delivery
• Competent using office productivity software (Microsoft Excel, Word, Outlook, PowerPoint, Adobe Acrobat); EMR and SaaS applications to search for information and enter data an asset
• Multiple provincial nursing licenses are an asset (where applicable for the specific role)
• Strong communication skills including verbal and written channels; telephone, email, and chat
• Able to work a flexible schedule with occasional evening requirements

Required license or credentials needed:

• Bachelor’s or Master’s degree in nursing or other equivalent degree with 5+ years’ experience
• Minimum of 3 years of clinical experience in acute (ER or ICU), oncology care, non-acute care (medical and surgical), or Mental Health
• Good standing with the provincial governing body

Why Join Teladoc Health?
Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients.
Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health.
Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey.
Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible.
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.
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, colour, 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 RecruitmentAccessibilityRequestsCanada@teladochealth.com

• Serve as the initial clinical contact for members/patients.
• Direct members/patients to appropriate Teladoc services based on their medical condition.
• Collect comprehensive health histories and document relevant medical data.
• Provide ongoing clinical support and navigate the healthcare system for members.
• Communicate clearly with members about service progress, ensuring high customer service levels.
• Collaborate closely with Case Coordinators and the clinical team to support case progression.
• Use technology to ensure case coordination and information integrity.
• Review complex medical issues and ensure the accuracy of clinical summaries/reports.
• Provide clinical expertise to support members in understanding their diagnoses and treatment recommendations.
• Meet service standards for case progression, quality, and member satisfaction.
• Ensure compliance with privacy legislation
• Help select appropriate specialists using Teladoc’s database.
• Follow up directly with providers on overdue reports.
• Support providers with case consultation and referral to appropriate resources.
• Document casework clearly and timely for transparency across departments.
• Maintain accurate provider information in the system.
• Conduct quality reviews to ensure thorough documentation.
• Escalate case-related questions/concerns to Operations Leaders and the Medical Director(s).
• Review provider reports for clinical accuracy and follow up as needed.
• Liaise between the clinical team and providers to address questions and concerns.
• Ensure timely support for provider inquiries.
• Support special projects and activities as needed