Senior Specialist, Change Management and Adoption

2 weeks ago

Toronto, Ontario, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province.

Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value.

How we work together is reflected through our five values:
integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:
Achieving your career goals is a priority to us.

Benefits of working at Ontario Health may include the following based on employment type:

Fully paid medical, dental and vision coverage from your first day

Health care spending account

Premium defined benefit pension plan

3 personal days and 2 float days annually

Individual contributors start at 3 weeks' vacation with 4 weeks at 2 yrs.

Career development opportunities

A collaborative values-based team culture

Wellness programs

A hybrid working model

Participation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.


Responsible for working both independently and collaboratively in a fast-paced team setting, to support client engagement, facilitate regular business processes and provide support services to both internal and external stakeholders around access to and adoption of OH digital and virtual services.

With strong comprehension of the healthcare sector landscape and digital health service offerings, change management and client engagement best practices, as well as maintaining awareness of client needs and demands, the Senior Specialist executes and delivers key onboarding, adoption and client engagement related activities, and facilitates diverse requests and inquiries through the appropriate channels.

The Senior Specialist is a trusted and valued partner to customer organizations and users and actively works with teams to build a harmonized customer experience.


Here is what you will be doing:
Effectively communicates and interacts with a variety of stakeholders, both internal and external.

Maintains a thorough understanding of the line of business, related policies, procedures and standards.

Develops processes and tools to support stakeholders' implementation of OH's digital health products.


Performs business and client requirement analysis in support of access to digital health products, change management and client engagement projects and recommends strategies and solutions to achieve objectives.

Develops and maintains process/solution documentation including workflows, use cases, user guides, and training materials.

Continuously seeks and identifies opportunities for the improvement of deployment, operational and registration processes, and procedures.

Performs data collection and analysis in support of program and stakeholder objectives.

Maintains awareness of and responds appropriately to customers that require culturally sensitive interactions. Looks for ways to promote and to support specific needs related to underserved and priority populations.


Provides enhanced product, program and sector specific support to customers in order to facilitate their use of DxH digital and virtual services.


Applies knowledge of business objectives, processes, and requirements (including legal, privacy, policy, security, authentication, technical), as it relates to access to digital and virtual services to support the delivery of projects and initiatives resulting in clients' successful adoption.


Ensures customers have the information and tools they need in a timely manner, to accommodate and be ready for changes to their care delivery and workflows, as a result of digital service updates and government policy changes.


Be a subject matter expert in the practical use of all product service offerings, tools and toolkits and provide accurate and valuable coaching to customers and internal staff.


Build alignment with feedback programs to quickly identify product or workflow issues that are discovered during the creation and delivery of readiness content or support or while talking to customers.


Ensures compliance with and adherence to Ontario Health, provincial, and legislated standards and protocols with respect to privacy and security of information.

Provides strong client engagement support to external clients and partners, as well as to internal stakeholders.

Supports the team and team members to achieve success.

Suggests strategies/means of improving performance of work.


Initiates and champions change by actively looking for opportunities for improvements that result in efficiencies and improved business delivery and overall client experience.


Leads change within the portfolio and workstreams, both internally and externally, by supporting rollout and change in products and processes to provincial partners and clients.

Works with peers to implement and execute changes successfully.

Provides coaching, mentoring, and training to more junior roles and new hires.

Works to build consensus and has the support of management to help with decision making.

Makes decisions that have limited/moderate impact.


Ensure compliance with and adherence to Ontario Health, provincial, and legislated standards and protocols with respect to privacy and security of information.

Here is what you will need to be successful:

Education and Experience

An undergraduate Degree in Business, Health Studies, Public Administration, or related field is required.

Degree in education or certification in training, preferably in the education of adults or equivalent experience.

3-5 years of project and/or program management experience in healthcare, managing medium to large projects/programs.

Experience in the facilitation and/or delivery of training content.

Demonstrated customer relationship management skills.

Experience working with the broader healthcare and/or healthcare IT sector is essential.

Experience with and knowledge of Microsoft Office tools, Microsoft Project, and Microsoft Project Server.


Skilled in the use of tools and technologies to support the creation of educational materials (Adobe Acrobat Pro, Camtasia, Articulate Storyline, Learning Management Systems, etc.).


Understanding of change management and adoption principles and best practices to drive a structured approach for the people impacts of change due to process development, transformation and/or technology implementation.

Understanding of the digital health landscape in Ontario is an asset.

Knowledge and proficient understanding of privacy legislation, specifically Ontario's Personal Health Information Protection Act, 2004 (PHIPA), is an asset.

Knowledge of basic project management methodologies.

Working knowledge of DxH services offerings, tools, and toolkits.

Knowledge of adult learning principles and educational design.

Cultural sensitivity and awareness of specific needs related to underserved and priority populations.

Knowledge of quality improvement processes and evaluation tools is an asset.

Knowledge of data collection and analysis is an asset.

Knowledge and Skills

Strong problem solving, fact finding and analytical skills with the ability to clearly communicate solutions.


Ability to provide excellent service to internal and external clients by discovering and meeting their needs and building and maintaining positive and effective working relationships.

Excellent organizational and multitasking skills.

Ability to communicate effectively and concisely, both orally and in writing, including effective presentation skills.

Ability to lead by example, demonstrating integrity, creativity, and enthusiasm in achieving results directly.

Ability to quickly shift priorities and adapt to changes to meet organizational and department requirements.

Ability to provide support, guidance, training, and mentorship for new team members.

Works with peers to implement and execute changes successfully. Ability to collaborate with other cross-functional teams in delivery of tasks/projects.

Ability to support the execution and achievement of results and occasionally providing leadership in aspects of the work.


Self-motivated with the ability to be delivery focused and passionate about achieving the program objectives with an internal sense of accountability.

Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.


Ability to focus on stakeholder engagement and have a high aptitude to express empathy, consideration and understanding, as well as foster strong relationships.


Employment Type:
Permanent Full Time

Salary Band: 5

Location:
Ontario (currently hybrid; subject to change)

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Internal Application Deadline Date:
November 6, 2023


Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.


We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.


Note:

As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19 .

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