Medical Advisor, Telehealth NB

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Assistance Services Group (ASG) delivers enterprise-wide assistance services across industries including automotive, healthcare, insurance, and legal. Our mission is to provide timely, professional support during critical moments, building trusted relationships through reliable, 24/7 service.

The telehealth department delivers comprehensive telehealth services that provide accessible, timely clinical and support care to the public. Services include NP led virtual care, 811 RN-led tele triage, health system navigation and referrals, and operation of critical provincial and national helplines, including NB Addiction and Mental Health Helpline, 988 Suicide Crisis phone services, and Tobacco Cessation.

The Medical Advisor provides independent clinical expertise and advisory support across ASG’s telehealth services with a strong emphasis on the virtual care program. They contribute to the development and review of clinical policies, pathways, guidelines, and telehealth content, and support quality assurance, program evaluation, and medical adjudication. The role advises on research or pilot initiatives, escalation protocols, and emerging best practices, while liaising with Regional Health Authorities, the Department of Health, and other stakeholders.

They play a key role in ensuring program alignment with evidence-informed practice and regulatory standards.

• Provide independent clinical expertise and advisory support across telehealth programs with a focus on the virtual care clinic.
• Advise on the development, refinement, and periodic review of clinical policies, pathways, and program protocols.
• Act as a medical consultant for the establishment and annual review of 811 clinical guidelines and other telehealth content.
• Participate in quality assurance and improvement initiatives, including chart reviews, documentation audits, trend analysis, and medical adjudication, providing non-binding recommendations for quality, safety, and educational purposes.
• Provide clinical input on patient safety events, complaints, risk mitigation strategies, and the design of escalation protocols for virtual care staff.
• Contribute to program evaluation, service expansion, implementation of new initiatives, and research or pilot projects from a clinical advisory perspective.
• Participate in regular meetings with the Nurse Practitioner team lead and Clinical Practice Manager to provide clinical guidance and support program-level discussions.
• Serve as a clinical liaison with Regional Health Authorities, the Department of Health, and other system partners.
• Represent the organization in public forums, advisory committees, and stakeholder meetings, providing expert clinical perspective.
• Monitor emerging best practices in teleservice including virtual care and provide recommendations for program alignment.

• Experience providing clinical guidance, advisory input, or program-level consultation in healthcare settings.
• Experience with virtual care, telehealth, or digital health service delivery is strongly preferred.
• Demonstrated experience in quality assurance, medical governance, research, or pilot project evaluation.
• Experience interpreting clinical guidelines, developing protocols, or reviewing evidence-informed practices.
• Experience liaising with healthcare system partners, government agencies, or professional associations is an asset.
• Demonstrated knowledge of the New Brunswick healthcare system, including primary care, Regional Health Authorities, and provincial health programs.

• Medical degree (MD or equivalent) from a recognized medical school.
• Licensed physician in good standing with the College of Physicians and…