Specialist, Service Delivery

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 missionis 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
• A Wellness programs
• A hybrid working model
• Participation in Communities of Inclusion

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

The Information Management, Decision Support and Analytics (IMDA) division at Ontario Health is responsible for overseeing information management and information technology initiatives (IM/IT) with a strategic focus on improving access, quality, and efficiency of patient care. IMDA is responsible for several initiatives and applications including the Wait Times Information System (WTIS), the Emergency Room/Alternate Level of Care (ER/ALC) Information Strategy, the Electronic Canadian Triage, Acuity Scale (eCTAS) application, and the Ontario Renal Reporting System (ORRS). The Implementation and Support unit within IMDA is responsible for supporting change management with our external partners as it pertains to the deployment and maintenance of healthcare information management systems. Additionally, we are responsible for maintaining excellent client relationships throughout the operational support lifecycle.
The Service Specialist in Implementation & Support is part of a team who is primarily responsible for both project-based and operational technical and business support activities. This role liaises regularly and proactively with facility resources to ensure quality service, provision of guidance and prompt resolution of questions/issues. The successful candidate will be a highly organized, detail-oriented, service-minded individual possessing excellent communication, time and priority management skills along with experience in project management and technical support.

Here is what you will be doing:

• Delivers support services to engage facilities involved in data submission to Ontario Health's Information Systems/Programs (e.g., WTIS, eCTAS, ORRS, SETP)
• Supports and trains facility resources on data submission business processes and reporting tools
• Works closely with facility resources and internal team members to monitor deliverables to ensure timelines and program goals and objectives are met
• Engages in planning and implementation activities to help support execution of process improvement initiatives to promote overall reduction of errors associated with data submission to Ontario Health's Information Systems/Programs (e.g., WTIS, eCTAS, ORRS, SETP)
• Responsible for managing access control and user registration processes for various OH information systems
• Works with hospital resources to troubleshoot operational HL7 message failures between OH applications and hospital information systems
• Supports facility technical resources through testing activities to ensure hospital systems meet OH requirements for high quality data submission to various OH products/services
• Performs application validation testing during project implementations, integrations, and upgrades
• Proactively engages with facility clients, stakeholders and internal teams to effectively manage relationships and establish a trusted advisor role
• Provides initial investigation and root cause analysis on user reported system issues and supports resolution
• Supports the development of innovative approaches for addressing business, project and operational support needs
• Recognizes and identifies business process issues impacting facility clients, stakeholders and internal teams through gained business/process knowledge, systems expertise, and data analytics capabilities
• Identifies risks and issues related to project completion, including the identification of options for resolution and recommended course of action
• Maintains facility information databases and profiles consistently and accurately
• This role requires after-hours and/or weekend work
• Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested

Here is what you will need to be successful:

Education and Experience

• An undergraduate degree with a major/minor in healthcare administration, informatics, business, or equivalent experience is preferred
• 3 to 5 years of previous experience in a customer service and/or technical support role acting as a trusted advisor is required (preferably in a healthcare setting)
• Successful applicants should have experience with corporate and/or business-related communications

Knowledge and Skills

• Highly organized, detail-oriented, service-minded individual possessing excellent time and priority management skills
• Conceptual understanding of project management and implementation frameworks and/or agile processes
• Understanding of HL7 messaging and other data standards is an asset
• Familiarity with hospital information systems (HIS) is an asset
• Thrives in a fast paced and dynamic environment; able to think and act quickly, is flexible and adaptable to change
• Proactive self-starter, quick learner, energetic
• Works well with people from different disciplines with varying degrees of technical/clinical experience
• Advanced problem solving and business judgment skills is an asset
• Good verbal and written communication skills to effectively present information to relevant stakeholders
• Knowledge of MS Teams, SharePoint, Microsoft Word, PowerPoint and Excel is required
• Knowledge in SAS programming, Windows desktops, servers, Active Directory, Domain Controllers, and Networking concepts will be an asset
• Demonstrated excellence in customer service

Employment Type : Permanent Full-Time

Paygrade: 4

Location :Toronto, 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: March 26, 2024

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. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.

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