Client Relations and Support Coordinator

Toronto, ON, Canada

Full Time

Client Relations

Experienced

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 Vice President, Client Relations, our team is looking for a new Client Relations and Support Coordinator who is passionate about improving Canada's healthcare with digital tools that engage both patients and providers. You will play a pivotal role in ensuring our clients' success on the Ocean Platform. You will bring empathy, patience and exceptional organization skills and collaborate across teams to ensure our clients are getting the right person for their current need.

This is a hybrid role requiring work in-office 2-3 days per week.

Who you are

You are looking for that rare opportunity that combines digital or e-health, bridges the private and public sectors, and impacts the clinical and patient care level. You are a solutions-oriented, analytical, and creative team player, with experience in a healthcare setting.

What's in it for you

Impact and influence. We are creating solutions the healthcare industry—both patients and providers—is excited to use. This is an exciting time for growth as we expand across Canada. You will play an essential role in bringing our mission to light and solving real problems on live products. You will make a difference to clients, creating engagement with the technology they need to streamline access to healthcare information.

A place to grow your career and your skills. 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 opportunities for professional development, recognition, and growth.

How you will make an impact

Collaborate. You will work with our sales, success and support teams to ensure our clients are triaged appropriately to the right team. You will work across teams to provide solutions and respond to client questions.
Support clients. You will provide clear and timely client assistance, responding to inquiries and concerns by telephone. You will play a critical role in ensuring clients understand how to use our product while prioritizing high client satisfaction.
Research, test, and validate issues. You will troubleshoot and trial options as you work to replicate the problem. You will search existing resources (knowledge base, documentation, etc.) and identify gaps in documentation as you work to find a solution to technical issues. You will escalate issues internally as needed.

What you bring

The passion. You are passionate about our purpose and applying your talents to connect people with technical solutions that make their lives or work more accessible.
The experience. You have worked in the healthcare space, engaging with providers or patients and using an EMR. You understand the fast-paced, high-pressure environment.
The customer-focus. You have flexible and effective communication and conflict management skills with the ability to translate technical instructions to a non-technical audience. You are empathetic and can respond urgently to client needs. You can gain trust, be an advisor, and build internal 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. You are a critical thinker who can creatively solve problems, and you continuously pursue knowledge. You are inspired by a fast-paced environment and can rise to the challenge of competing priorities.
The technical skills. You are comfortable using video conferencing, screen sharing and a ticketing system. You are proficient in EMRs and the MS Office Suite. You can quickly learn new tools and technologies.

What you can expect from our interview process:

A virtual interview with a Talent Advisor discussing your interest in the role and the company.
A virtual interview with the Vice President, Client Relations to share how your experience aligns with the needs and culture of the team. You will have time to ask questions about the company and the role.
An in-person interview with fellow team members. This will 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.

#LI-Hybrid
#LI-DNI

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Help us maintain an inclusive culture.

We want anyone, anywhere to have the same chance and opportunity to build a life they love and that they are proud of. We are proactive in creating a belonging environment that anyone can be a part of. Thoughtful, data-driven decision-making is core to this success. We ask these questions to strengthen our practices by using data to identify and mitigate unconscious bias in our hiring process.

If you choose to answer them, the responses are ONLY used in aggregate to help us identify areas for improvement in our processes. Your responses, or your choice to prefer not to say, will not be associated with your application and will not in any way be used in the hiring decision. For one, that’s illegal, and we’re really not into breaking the law. Keep being awesome, and thank you for considering work at OceanMD.

1) Indigenous peoples: Based on the definition below, are you an Indigenous person?

"Indigenous peoples" means First Nations, Inuit or Métis peoples of Canada.*

2) Persons with disabilities: Based on the definition below, are you a person with a disability?

"Persons with disabilities" are individuals who have a long-term or recurring physical, mental, sensory, psychiatric, or learning impairment, and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.*

3) Members of visible minorities: Based on the definition below, are you a member of a visible minority?

"Members of visible minorities" are persons, other than Indigenous peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.*

4) To which gender do you most identify?*

5) What are your salary expectations?*

6) Preferred Name

7) Do you have working experience in healthcare?*

8) What EMR(s) are you familiar with?*

Human Check*

Submit Application