Client Service Specialist, Specialized Care

5 months ago

Ottawa, Canada Canadian Institute for Health Information Full time

**Category**
- Health care professional

**City**
- Ottawa, Toronto, Ontario, Canada
- Client Service Specialist, Specialized Care, Standards and Engagement
- Who we are
- We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include
- HOOPP Pension Plan (Defined Benefits Pension)
- Retirement Planning Program
- Generous vacation days for permanent and long-term contracts
- Work-life balance
- Career Planning Program
- Learning and Professional Development Program
- Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?
- The Client Service Specialist will be a key player within an interdisciplinary program team supporting collection of quality data and dissemination of information from the Specialized Care branch’s home care, inpatient rehabilitation, mental health, and long-term care databases. Key functions of client service specialist will be to support the Standards and Engagement department in meeting its deliverables related to client support and training, and implementation of the Integrated interRAI Reporting System (IRRS). This role supports the planning and coordination of client support activities across the department and branch.
- What you'll do
- 1. Develops and maintains in-depth content knowledge and expertise as it relates to Client Support, including detailed knowledge of CIHI’s home care, inpatient rehabilitation, mental health, and long-term care reporting systems, products, and services.
- 2. Supports the implementation team responsible for implementing IRRS in new jurisdictions and those transitioning from legacy home care and long-term care reporting systems.
- 3. Ensures client queries are properly channeled (within Specialized Care or to other branches). Provides support to Client Service Coordinators to answer queries and resolve issues. Mentors client support coordinators and other staff as required. Provides leads and Manager with regular reports on volumes of client queries and timeliness of responses.
- 4. Develops and maintains standard operating procedures. Leads process improvement initiatives to ensure effective and efficient information and support to stakeholders.
- 5. Participates in the development and maintenance of documentation and other resources, including manuals, user guides, education material, information sheets and information for the CIHI website.
- 6. Supports Manager and Leads in planning and coordination of the education and client support activities.
- 7. Ensures all required activities and processes are followed to provide clients with access to Specialized Care products and services (such as signing of required program specific agreements for access to clinical instruments or education materials).
- 8. Ensures information on clients is accurate and up-to-date information throughout all systems (such as production systems, CRM, OI).
- 9. Participates in the planning and coordination of workshops, conferences, and advisory/steering committee meetings and provides input and coordinates the preparation of various supporting reports, written materials, and presentations.
- 10. Supports coordination of corporate responsibilities such as development of program operational plans, monitoring of budget activities, and fulfilling corporate reporting requirements.
- 11. Participates in other projects and activities, as required.
- What you'll bring to the table
- University degree in health, business or informatics related field, or equivalent combination of education and experience.
- Three to five years related experience working in client service in an information management environment or related area.
- Knowledge and/or experience of the health care system in particular the home and continuing care sector is an asset.
- Strong organizational skills and attention to detail, with a demonstrated ability to manage multiple projects and priorities.
- Outstanding verbal, written and interpersonal communication skills. Experience in preparing documentation for diverse internal and external audiences required.
- Innovative; strong conceptual and problem solving skills.
- Self-dir

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