Expression Of Interest - Telehealth Associate Team Lead
About the role
Position Type Permanent
Closing Date 2025-09-25
Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.
We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.
The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.
In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.
There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.
- Role Summary
As a member of the frontline team, the TeleHealth Associate Team Lead (TATL) plays a critical role in supporting and guiding TeleHealth Associates (TAs) to meet and exceed quality and operational standards. The TATL will report to the TeleHealth Operation Supervisor and will help ensures service excellence by coordinating shift activities, resolving issues in real-time, and serving as a knowledgeable resource for staff.
Key Responsibilities
Leadership C Support
- Provide on-shift leadership and support to TeleHealth Associates.
- Coordinate shift activities to maintain service levels and ensure smooth operations.
- Act as a first point of contact for issue resolution and escalation.
- Serve as a role model by consistently demonstrating professionalism, reliability and adherence to standards.
Service Delivery
- Deliver professional, high-quality service to the public using defined processes and guidelines.
- Process calls in accordance with EMC Operational and Quality Management policies.
- Maintain full competency in all aspects of TeleHealth service delivery.
Quality C Performance
- Monitor and support adherence to program-specific performance metrics.
- Participate in self and peer review activities to enhance service quality.
- Identify and recommend improvements.
- Participate in staff orientation and ongoing education sessions as required.
- Facilitate change by identifying issues, making recommendations and supporting process improvements.
Safety C Compliance
- Prioritize patient safety in all interactions.
- Ensure compliance with all organizational policies and procedures.
Daily Operational Duties – TATL Specific
-
Act as Fire Warden during drills and emergencies.
-
Print and prepare 811 LVM Fulfillments for mailing.
-
Ensure the Emergency TA Phone is charged and functional.
-
Conduct IHP and TFNS test faxes at 07:30 and 16:00 daily.
-
Test all program phone lines, including:
-
811 NS
-
811 PEI
-
911-811 Voicemail
-
In consultation with the CSS, update call-back times and notify TAs.
-
Satisfaction Survey
-
Create lists every Monday
-
Notify TAs via email when the new survey list is posted
-
On the first of each month, confirm survey totals for each TA
-
Correct survey chart data as needed
-
Complete LVM chart clean-up by the 8th of each month.
-
Respond to same-day STAT requests as required.
-
Monitor and support Center Operations, including:
-
HVAC adjustments
-
Cleanliness of the workspace
-
Addressing staff concerns
-
Other related duties as assigned.
Dual Role
- Perform standard TeleHealth Associate duties when not actively engaged in TATL responsibilities or when required due to staffing levels and call volume.
- Qualifications
Experience C Education
- Minimum of 2 years' experience in a TeleHealth Associate role.
- Demonstrated reliability and commitment to service excellence. Skills C Abilities
- Strong communication, telephone, and customer service skills.
- Proficient in computer use and keyboarding.
- Sound decision-making and problem-solving abilities.
- Ability to work independently and manage multiple tasks in a dynamic environment.
- Skilled in supporting team members.
- Capable of identifying and escalating issues appropriately and timely.
- Committed to ongoing professional development and continuous improvement.
Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.
About Medavie
Medavie is a national health solutions partner and innovative leader in benefits management, health management, and healthcare delivery. Backed by the strength of a team of 8,200+ professionals, we’re committed to improving the wellbeing of Canadians so that every life can be lived to the fullest.
Medavie provides all-in-one private health insurance, public health administration, emergency medical services as Canada's largest contracted provider, as well as primary care, community health and mental health and addictions solutions, medical communications, and clinical training.
As a not-for-profit organization, we’re recognized for our investments in our employees as one of Canada’s Top 100 Employers, our community and social impact investments as one of Canada's Most Admired Corporate Cultures and certification as a Caring Company, as well as Rainbow Registered accreditation for our commitment to diversity and inclusion.
Expression Of Interest - Telehealth Associate Team Lead
About the role
Position Type Permanent
Closing Date 2025-09-25
Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.
We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.
The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.
In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.
There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.
- Role Summary
As a member of the frontline team, the TeleHealth Associate Team Lead (TATL) plays a critical role in supporting and guiding TeleHealth Associates (TAs) to meet and exceed quality and operational standards. The TATL will report to the TeleHealth Operation Supervisor and will help ensures service excellence by coordinating shift activities, resolving issues in real-time, and serving as a knowledgeable resource for staff.
Key Responsibilities
Leadership C Support
- Provide on-shift leadership and support to TeleHealth Associates.
- Coordinate shift activities to maintain service levels and ensure smooth operations.
- Act as a first point of contact for issue resolution and escalation.
- Serve as a role model by consistently demonstrating professionalism, reliability and adherence to standards.
Service Delivery
- Deliver professional, high-quality service to the public using defined processes and guidelines.
- Process calls in accordance with EMC Operational and Quality Management policies.
- Maintain full competency in all aspects of TeleHealth service delivery.
Quality C Performance
- Monitor and support adherence to program-specific performance metrics.
- Participate in self and peer review activities to enhance service quality.
- Identify and recommend improvements.
- Participate in staff orientation and ongoing education sessions as required.
- Facilitate change by identifying issues, making recommendations and supporting process improvements.
Safety C Compliance
- Prioritize patient safety in all interactions.
- Ensure compliance with all organizational policies and procedures.
Daily Operational Duties – TATL Specific
-
Act as Fire Warden during drills and emergencies.
-
Print and prepare 811 LVM Fulfillments for mailing.
-
Ensure the Emergency TA Phone is charged and functional.
-
Conduct IHP and TFNS test faxes at 07:30 and 16:00 daily.
-
Test all program phone lines, including:
-
811 NS
-
811 PEI
-
911-811 Voicemail
-
In consultation with the CSS, update call-back times and notify TAs.
-
Satisfaction Survey
-
Create lists every Monday
-
Notify TAs via email when the new survey list is posted
-
On the first of each month, confirm survey totals for each TA
-
Correct survey chart data as needed
-
Complete LVM chart clean-up by the 8th of each month.
-
Respond to same-day STAT requests as required.
-
Monitor and support Center Operations, including:
-
HVAC adjustments
-
Cleanliness of the workspace
-
Addressing staff concerns
-
Other related duties as assigned.
Dual Role
- Perform standard TeleHealth Associate duties when not actively engaged in TATL responsibilities or when required due to staffing levels and call volume.
- Qualifications
Experience C Education
- Minimum of 2 years' experience in a TeleHealth Associate role.
- Demonstrated reliability and commitment to service excellence. Skills C Abilities
- Strong communication, telephone, and customer service skills.
- Proficient in computer use and keyboarding.
- Sound decision-making and problem-solving abilities.
- Ability to work independently and manage multiple tasks in a dynamic environment.
- Skilled in supporting team members.
- Capable of identifying and escalating issues appropriately and timely.
- Committed to ongoing professional development and continuous improvement.
Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.
About Medavie
Medavie is a national health solutions partner and innovative leader in benefits management, health management, and healthcare delivery. Backed by the strength of a team of 8,200+ professionals, we’re committed to improving the wellbeing of Canadians so that every life can be lived to the fullest.
Medavie provides all-in-one private health insurance, public health administration, emergency medical services as Canada's largest contracted provider, as well as primary care, community health and mental health and addictions solutions, medical communications, and clinical training.
As a not-for-profit organization, we’re recognized for our investments in our employees as one of Canada’s Top 100 Employers, our community and social impact investments as one of Canada's Most Admired Corporate Cultures and certification as a Caring Company, as well as Rainbow Registered accreditation for our commitment to diversity and inclusion.