Support Desk/phone Support

3 months ago

Whitby, Canada WELL Health Technologies Corp Full time

**Entity**:WELL EMR Group**Position**:Support Desk/ Phone Support**Type**:Full Time Permanent**Location**:BC or Ontario**Company Overview**:

- WELL Health Technologies Corp is an omnichannel digital health company whose overarching objective is to empower doctors and healthcare practitioners to provide the best and most advanced care possible while leveraging the latest trends in digital health. As such, WELL owns and operates primary and executive healthcare clinics in both Canada and the US. WELL operates a global digital Electronic Medical Records (EMR) business serving thousands of healthcare clinics and health systems of all sizes and operates a multi-national portfolio of telehealth services which includes one of the largest telehealth service providers in Canada. WELL is also a provider of digital health, billing and cybersecurity-related technology solutions. WELL’s wholly-owned subsidiary CRH Medical provides various products and services that have supported thousands of Gastroenterology physicians in the US. WELL’s wholly-owned subsidiary MyHealth is a specialty care, telehealth services, and accredited diagnostic health services provider that owns and operates 48 locations across Ontario. WELL is an acquisitive company that follows a disciplined and accretive capital allocation strategy. WELL is publicly traded on the Toronto Stock Exchange under the symbol "**Position Overview**:
Do you like the idea of working in both technology and healthcare? If so this posting is for you

WELL EMR Group is currently in need of a Phone Support Analyst to join our rapidly expanding operations team. This is a permanent full time role in the medical IT industry with Canadian Business Magazine’s 2015 Start-Up of the Year.

WELL EMR Group is a wholly owned subsidiary of WELL Health Technology (WELL.V), a publicly traded technology company based in Vancouver.

As a member of the team you will assist customers on the phone with using the software deployed by WELL EMR Group. While no technical background is needed, it is an asset in the role. The role is going to be mostly "Work from Home" but there may be occasional in office meetings so proximity to the offices is preferred in both Ontario and BC.

**Responsibilities**:

- Troubleshooting solutions to questions that arise in a timely manner.
- Becoming an expert in our software and staying on top of new and changing features.
- Working with the team to identify and solve potential product issues.
- Ensuring customer satisfaction with our service.
- Training customers on how to use the software.
- Informing management of recurring problems or Clients at risk.
- Offering suggestions to customers on how to implement the software in their practice.

**SELF-MANAGEMENT AND PERSONAL TRAITS**
- Good team player and comfortable dealing with all levels of management
- Displays a positive attitude towards challenges and problems as well as routine maintenance and administration tasks
- Attention to detail
- Works well under pressure
- Ability to work independently
- Uses consideration and tact
- Exhibits high standards of business and personal ethical conduct
- Works on improving own knowledge, skills and attitudes
- Takes initiative, self-directed
- Follows through and delivers on promises and on time

**PROBLEM SOLVING**
- Isolates, defines, and resolves complex problems
- Makes realistic, practical, value-based decisions
- Keeps on track and moving forward
- Deals with situations in an open, objective, and flexible manner

**PLANNING SKILLS**
- Prioritizes work and uses time efficiently
- Plans ahead to ensure that resources are available for daily and future actions
- Ability to meet constant deadlines
- Determines preventative actions for potential problems

**Helpful Skills but Not Required**:

- OHIP or BCP Billing Experience
- Good telephone manners and patience for customer support
- Bonus having any knowledge or experience with doctors' offices
- All software training will be provided

**Minimum qualifications**:

- Minimum 2 years of customer service
- Must be passionate about helping people
- An interest in technology a bonus
- Ability to communicate via phone call - as the job is phone support

*** **Experience**:
Customer Service: 2 years (required)

WELL is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors protected by federal, or provincial law.

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