Client Engagement Lead

4 weeks ago

Ottawa, Canada Accreditation Canada Full time

**Client Engagement Lea**
**d**

**Terms**: Full-time permanent

Open until filled

**Location**:
Ottawa, Hybrid Work Model

Health Standards Organization (HSO) is searching for a client engagement minded professional who shares our passion for achieving quality health services for all. In Canada and around the world, we are building a bold and bright future for our enterprise and our clients. If you are looking for a challenge and seeking to be part of something larger than yourself, this position could be for you.

As the Client Engagement Lead you will play a crucial role in planning and delivery of quality improvement and performance programs to our clients. You will be responsible for the development and delivery of business plans, ensuring a deep understanding of client’s needs and a firm grasp on the landscape of the assigned health or jurisdictional sectors. Client Engagement Leads will develop customized assessment manuals, localized by jurisdictional requirements and guided by an understanding of governmental priorities. We are taking our client’s quality improvement journey beyond just the on-site survey by developing a variety of assessment services and methodologies and providing a variety of audit tools through our IT platform.

**Let’s** break it down. Your **responsibilities include**:

- Channeling our efforts and organizing our undertakings. We need you to coach and mentor your team of associate(s) and coordinator(s) on project management skills, survey planning, contract management and other delegated duties
- Leading and enabling your team in the delivery of services to our clients.
- Developing and monitoring a business plan for market growth in a specific sector.
- Staying on top of emerging trends, deepening corporate knowledge and strategizing corporate initiatives in a specific health services area.
- Building authentic and enduring relationships with staff, clients, partners, consultative, and operational committees; rallying them to contribute to your goals and success.
- Contributing to sales and marketing strategies, supported by the market development team, to ensure sustainability and growth of the unit.
- Interpreting standards and criteria.
- Identifying with clients and assessing their unique needs through an understanding of their performance indicators, culture and the context of their organization.
- Collaborating internally. You won’t be in this alone. The HSO team is our - and your - greatest asset. Lean on our team’s goldmine of talent and expertise to strengthen you in your role.
- Contributing positively to the culture of our workplace by staying positive, engaged in the work you do and energized by the difference you’re making.
- Coaching. You’ll build meaningful relationships with new clients and strengthen existing ones, as you support them in their accreditation journey.
- Having oversight of the architecture and negotiation of customized accreditation plans for our clients, including their education needs, survey preparation and ongoing support.
- Always keeping the patient in mind. Your rigorous review of survey reports and subsequent client feedback is relied upon to strengthen the future of their healthcare services.
- Being a flexible team player. At times, you’ll take off your client services hat and switch gears to support the team wherever it is needed most.

**You have a unique history. Does it include the education and experience listed below?**
- Master’s degree in a related field, such as Healthcare or Business Administration or equivalent experience.
- 5+ years of progressive and varied experience in client services and business development within the field of healthcare.
- 3+ years’ experience in Project Management
- Knowledge of the Canadian health care environment and /or clinical experience.
- Tried and tested assessment, analytical, and critical-thinking skills.
- Outstanding interpersonal skills. This is key. You’ll be interacting daily with our Accreditation team and with our valued client organizations.

**You’ll stand out if you...**
- Have Project Management experience in an Agile environment
- Are a healthcare professional.
- Bilingual in English and French.
- People management experience.
- Are familiar with our Qmentum program and accreditation process.
- Are available for travel.
- Are not intimidated by research.

*

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