Change Management and Training Specialist, HealthTech
Join us as we change healthcare for the better.
OceanMD, a WELL Health Company, is the leading provider of EMR-integrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing the timely delivery of healthcare services. By replacing paper forms with digital tools, we give patients and providers secure ways to connect, share health information, and update patient records. Our tools:
- Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are up to-date and accurate while improving patient care.
- Meet the growing demand for digital solutions with online booking and secure messaging that improves the patient’s experience, reduces the need for unnecessary phone calls, and makes clinics more efficient.
- Improve access to care by replacing faxes, displaying wait times, and reducing the time to process and access specialist referrals.
Who we need
Reporting to the Senior Manager of Change Management and Training, we have a newly created opportunity for a Change Management and Training Specialist to join our Client Experience team. You will play a pivotal role in driving client success by understanding their needs, fostering trust, and creating strategies to optimize engagement with our OceanMD platform. You will connect with government, public, and private stakeholders, collaborating with internal and external teams to develop impactful change management strategies. Your work will involve crafting compelling educational content, managing and enhancing a robust knowledge database, and ensuring a diverse range of training materials is available to empower various audiences.
This is a hybrid role requiring work in-office 2-3 days per week.
Who you are
You have experience in change management for larger clients and have worked in healthcare informatics, administration, or technology. You want to be part of an ethically driven organization with a true purpose motivating all of their work: empowering clients with the solutions they need. You bring a balance of relationship-building and technical expertise, as well as the ability to work independently and collaboratively. You share our values of mutual respect, owning mistakes, and striving for honesty and integrity every day in every situation.
What's in it for you
Impact and influence. We are creating solutions the healthcare industry—patients and providers—is excited to use. This is an exciting time for growth as we expand across Canada. You will gain exposure to all aspects of our implementation processes and have the unique opportunity to bridge digital change management with client education. You will be critical in bringing our mission to light and creating essential connections between clients and our platform. You will make a difference to clients, nurturing engagement with the technology they need to streamline access to healthcare information.
A place to grow your career and your skills. You will have a ‘front-row seat’ to the digital health revolution in Canada and influence its direction and practical application. You will immerse yourself in learning about what we do and understanding the impact we make on the lives of Canadians as we bring an empowering service to them. We are looking for individuals who want to commit to our work and help us grow as a company. As we continue to scale, we will take you on the journey with us, where you will have professional development, recognition, and growth opportunities.
How you will make an impact:
- Change management. You will support large-scale change management projects, ensuring successful implementation and adoption of healthcare technology solutions. You will collaborate across teams to ensure our clients receive the appropriate workflow strategies for implementation and training. You will introduce best practices for the roll-out of successful provincial programs.
- Training. You will apply a train-the-trainer approach when creating and updating content. You will design, develop, and deliver comprehensive and compelling training programs (training plans, recordings, live demos, and other educational resources) for clients and internal stakeholders. You will collaborate with cross-functional teams to ensure our knowledge base content meets the needs of all stakeholders.
- Support clients. You will play a critical role in ensuring client concerns are addressed promptly, demonstrating empathy and patience. You will prioritize their needs, maintain open communication, and work with internal teams to assist.
- Create a pathway for adoption. You will balance technical processes and human dynamics, empowering clients with the information they need to adopt our platform successfully. You will build an understanding of their workflow challenges and propose optimal future state recommendations. You will troubleshoot, trial options, and search existing resources as you work to find a solution for business requirements.
What you bring:
- The passion. You are a team player passionate about our purpose and applying your talents to connect people with technical solutions that make their lives or work more accessible. You are inspired by a fast-paced environment and can rise to the challenge of competing priorities.
- The experience. You have an undergraduate degree or Master’s degree in health administration and/or health informatics. You have worked in healthcare, specifically leading technology change initiatives with government partners, healthcare providers or patients. You have well-developed stakeholder management and consulting skills. You have trained end users and have assisted with the development of Learning Management System (LMS) course materials. You are committed to empowering clients with the solutions they need to optimize their experience with our products.
- The communication skills. You have the confidence to clearly articulate and convey complex ideas in an easily understood manner. You can keep an audience engaged and interested by speaking to relevant use cases and turn complex ideas into understandable points. You apply active listening to foster collaboration and showcase adaptability in your communication in change environments.
- The customer-focus. You have exceptional collaboration and communication skills. You are empathetic and can respond urgently to client needs, prioritizing issues to meet demands. You have the authenticity and professionalism to engage clients and team members and build trusting relationships. You are committed to empowering clients with the solutions they need to optimize their experience with our products.
- The analytical approach. You are naturally curious, highly logical and can clearly plan out timelines and workflows. You are a critical thinker who can conduct impact analyses and creatively solve problems. You are inspired by a dynamic environment and can rise to the challenge of competing priorities.
- The technical skills. You are comfortable using a range of training design, development, and delivery tools, including MS Office Suite, live video conferencing, and video recording. You are proficient in EMRs and can quickly learn new technologies. You have a proven ability to build a high-level and in-depth understanding of technical products and how they solve common workflow issues for end-users. You have experience creating documentation of existing and preferred clinical workflows and recommending changes to optimize performance.
What you can expect from our interview process:
- A virtual interview with a Talent Advisor discussing your interest in the role and the company.
- An in-person or virtual interview with the Vice-President, Client Relations and the Senior Manager, Change Management & Training, to explore the fit between your skills and experience and the role. You will be able to share your insights and have time to ask questions about the company and the role.
- A virtual interview with fellow team members and the COO to expand on how your skills and expertise align with the needs of the team and the organization. This will also be a chance for you to ask questions about the company’s culture and meet with future collaborators and peers.
Our culture, our team
We’re a scaling company, expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology and we firmly believe that we can do our best work with realistic deadlines and transparent communication about where we are and what’s next for us as an organization. We understand the time it takes to revolutionize a paper-based industry and develop and release high-quality resilient, compliant, and responsive technology that is easy to use so we ensure that pace is factored into our projects and deliverables across the organization.
Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas, and the chance to be part of projects, and try new things. We are dedicated to our team, and we strongly believe that family comes first. To that end, we strive to find opportunities to support balance in the workplace and between work and home. As part of this, we have flexible hours, regular opportunities for social get-togethers, and meeting-free Friday afternoons.
Everyone here is deeply committed to what we can do - and the potential we have to do more. As a result, we provide an opportunity for Cognisant Causes, our name for passion projects in healthcare where no funding is available and a little technical expertise and time is needed to make a big difference. It’s a way to give back and to add further meaning to what you do here.
A note on values
We value ethical behaviour above all else. We care about each other and we respect each other as professionals and people. We treat our clients with respect and keep our word, even if it hurts. We own our mistakes. We strive for honesty and integrity every day in every situation. We look for people who share these values.
We are transforming patient care across the country and we’ve only just begun. Join us
We are always on the lookout for ethically driven, intelligent, and compassionate professionals who want to be part of an energetic culture and company, people who are interested in contributing their talents in a challenging, interdisciplinary environment. If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply. We promise to consider your application fully.
Express your interest here, explore what we do here, or follow us on LinkedIn to stay connected.
We strive to build a diverse team and encourage applications from traditionally underrepresented groups. If we can make this easier through accommodation in the recruitment process, please let us know.
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