Client Success Associate, HealthTech

Toronto, ON, Canada

Full Time

Client Success

Mid Level

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, Client Success, our team is looking for a new Client Success Associate, HealthTech who is passionate about improving Canada's healthcare with digital tools that engage both patients and providers. You will guide key clients from the moment they sign up until they are happily using our tools to improve patient care in their clinic. You will collaborate across teams to ensure that new clients start with all the necessary support, tools, and training to maximize the benefits of our products. This is a critical customer-facing role that requires someone with empathy, patience, and excellent organizational skills.

This is a full time, hybrid role requiring working in-office 2-3 days per week.

Who you are

You may have a Masters in Healthcare or an advanced degree in Health Informatics, or you are passionate about the opportunity to improve the healthcare industry. You have direct experience building and optimizing with clinical workflows and are looking for that rare opportunity that combines digital or e-health and bridges the private and public sectors. You want to be part of an organization delivering technology that impacts the clinical and patient care level. You are a solutions-oriented, analytical, and creative team player who can build and manage client relationships.

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.

An in-demand technology. You want an opportunity to provide clinics, practices, and institutions, a new technology that will empower patients and make the work of practitioners and administrators run smoothly and efficiently. You want to be the guiding voice enabling our customers to truly engage with our solution.

Exposure. It's a chance to work with key accounts growing patient engagement through digital health solutions. You will expand your network as you connect with executive directors at leading clinics in the province.

How you will make an impact

Taking care of our customers. You will serve as the primary point of contact and trusted advisor to customers, overseeing the end-to-end process and fostering lasting relationships. You will deliver and communicate ROI throughout the client lifecycle. You will maintain daily, weekly, or monthly touchpoints, depending on the project's stage, to increase product footprint and strengthen customer loyalty.
Being proactive and reactive. You will identify and solve problems, resulting in exceptional levels of satisfaction. You will collaborate with internal teams to troubleshoot issues, address concerns, and answer questions.
Doing whatever it takes. You will advise and execute on customer engagement strategies, refining our approach and optimizing our client offerings to scale effectively.

What you bring

The education and the experience. You may have a Masters in E-Health, Clinical Informatics, Public Health or another domain. Or, you may have studied healthcare, technology, or communications. You have several years of experience in client, customer, or patient-facing roles, building relationships, sharing information, and introducing processes or tools.
The knowledge. Ideally, you have clinical experience, perhaps on a Family Health Team, managing electronic medical records (EMR). Or you have worked in another area of the healthcare sector where you have gained exposure to patient-practitioner workflows.
The project management. You have outstanding organizational and task planning skills. You can coordinate a project end-to-end, manage every detail, meet deliverables, and adapt to change requests.
The interpersonal skills. You have exceptional verbal and written communication skills. You can build trusting relationships and efficiently work across internal and external teams. You have a high emotional intelligence quotient, empathy, and patience. You can translate technical concepts for a nontechnical audience.
The technical skills. You have experience or an understanding of working with EMRs and/or healthcare technology.
The initiative. 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 passion. You are passionate about our purpose and applying your talents to build our brand and our client base. You are interested in new ideas and new technology.

What you can expect from our interview process:

A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new Client Success Associate.
A virtual interview with the VP, Client Relations and the Senior Manager, Client Success to learn about our current process, clients, and solutions. . You will be able to share how your experience will meet the needs of the team and the clients.
A final in-person interview with others from the Client Success team and a meeting with our COO. This will be a chance for you to ask questions about the day-to-day role, the team, company’s culture and meet with future collaborators.

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 customers 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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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.

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