Team Mgr-Clinic Operations-TH
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Before you apply
LocationGlasgow, Scotland, UK
Typefull-time
SenioritySenior
Experience5+ yrs
Company size10,000+ people
PostedOct 21, 2026 · 2w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Formal qualification and professional background in counselling, psychotherapy, or psychology (accredited training program)
Accreditation in good standing with a recognized professional body (BACP, UKCP, BPS, or equivalent)
Recognized Clinical Supervision qualification or certification (e.g., BACP Supervisor Accreditation, UKCP, or equivalent)
Minimum 5 years of post-qualification counselling or psychotherapy experience, across both face-to-face and remote (telephone/video) modalities
Formal training and demonstrated practice in Solution-Focused Brief Therapy (SFBT) or equivalent brief intervention modality
Demonstrated ability to assess and navigate complex clinical presentations, safeguarding concerns, and risk escalation
Clear, professional communication style; ability to handle sensitive escalations and complaints with diplomacy and confidentiality
A clinician who sees supervision as partnership, not policing—you coach and mentor practitioners toward better outcomes
Comfortable with ambiguity and change; you can navigate system transitions and organizational integration without losing sight of clinical quality
Empathetic and communicative; you build constructive relationships with providers and colleagues
Detail-oriented about clinical standards and compliance, yet pragmatic about implementation
Someone who balances clinical rigor with genuine care for the practitioners you support
Collaborative; you value collective decision-making on complex issues while being confident in your independent clinical judgment
Direct experience working in an Employee Assistance Programme (EAP) or healthcare provider network setting
Experience delivering or managing Critical Incident Stress Management (CISM) or trauma support
Familiarity with healthcare/NHS environments or occupational health settings
Experience mentoring or coaching clinicians
Basic data literacy and comfort with digital case management systems
Skills
case management systems
About the company
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.
Responsibilities
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
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Manage provider helpline and resolve provider queries, mailboxes, and escalations
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Review session extension requests and manage clinical case distribution
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Monitor service-level agreements (SLAs) and caseload metrics
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Navigate TELUS Health’s case management systems and support the team through ongoing system transitions
Clinical Auditing & Governance
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Conduct clinical case audits against TELUS Health clinical, ethical, and safeguarding standards
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Assess complex and high-risk clinical presentations; escalate concerns appropriately
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Ensure compliance with professional body requirements and regulatory standards
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Document audit findings and trends to inform organizational learning
Provider Coaching & Development
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Provide clinical supervision, coaching, and support to affiliate practitioners
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Mentor providers through challenging cases and professional development
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Build constructive, positive relationships with the provider network
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Contribute to quality improvement initiatives and clinical governance decisions
Strategic Initiatives
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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
About the role
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):
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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
Nice to have
Strongly Preferred:
•
Direct experience working in an Employee Assistance Programme (EAP) or healthcare provider network setting
•
Experience delivering or managing Critical Incident Stress Management (CISM) or trauma support
•
Familiarity with healthcare/NHS environments or occupational health settings
•
Experience mentoring or coaching clinicians
•
Basic data literacy and comfort with digital case management systems
Who you are?
•
A clinician who sees supervision as partnership, not policing—you coach and mentor practitioners toward better outcomes
•
Comfortable with ambiguity and change; you can navigate system transitions and organizational integration without losing sight of clinical quality
•
Empathetic and communicative; you build constructive relationships with providers and colleagues
•
Detail-oriented about clinical standards and compliance, yet pragmatic about implementation
•
Someone who balances clinical rigor with genuine care for the practitioners you support
•
Collaborative; you value collective decision-making on complex issues while being confident in your independent clinical judgment
A bit about us
We’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.
TELUS 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.
Legal
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.