Customer Success Associate

4 months ago

Toronto, Canada OceanMD Full time

**Join us as we change healthcare for the better.**

OceanMD, a WELL Health Company, is the leading provider of EMR-integrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing the timely delivery of healthcare services. By replacing paper forms with digital tools we give patients and providers secure ways to connect, share health information, and update patient records. Our tools:

- Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are up to date and accurate while improving patient care.
- Meet the growing demand for digital solutions with online booking and secure messaging that improves the patient’s experience, reduces the need for unnecessary phone calls, and makes clinics more efficient.
- Improve access to care by replacing faxes, displaying wait times, and reducing the time to process and access specialist referrals.

**Who we need**

Reporting to the Vice President, Client Relations, our team is looking for a new **Customer Success Associate** who is passionate about improving Canada's healthcare with digital tools that engage both patients and providers. You will guide key clients from the moment they sign up, until they are happily using our tools to improve patient care in their clinic. You will collaborate across teams to ensure that new clients start with all the support, tools, and training they need to get the most out of our products. This is a critical customer-facing role that requires someone with empathy, patience, and excellent organizational skills.
- This is a hybrid role requiring work in-office 2-3 days per week._

**Who you are**

Whether you have a Bachelors in Healthcare or within the Informatics field or you have more direct experience with clinical workflows, you are passionate about the opportunity to improve the healthcare industry. You are looking for that rare opportunity that combines digital or e-health, bridges the private and public sectors, and impacts the clinical and patient care level. You are a solutions-oriented, analytical, and creative team player who can build and manage client relationships.

**What's in it for you**

**_ An in-demand technology. _**You want an opportunity to provide clinics, practices, and institutions, a new technology that will empower patients and make the work of practitioners and administrators run smoothly and efficiently. You want to be the guiding voice enabling our customers to truly engage with our solution.

**_ Immediate professional and emotional satisfaction._** You will immerse yourself in learning about what we do, gaining an understanding of the impact we make on the lives of Canadians - established and new, young and old - as we bring an empowering service to them. Our clients have patients facing physical, mental, communication, and geographical barriers - the platform features you offer will quite literally be the difference between access to care and being left behind.

**_ Exposure._** It's a chance to work with key accounts growing patient engagement through digital health solutions. You will expand your network as you connect with executive directors at leading clinics in the province.

**How you will make an impact**
- _ Taking care of our customers._ You will act as the main point of contact and trusted advisor to customers, managing the end-to-end process and nurturing the relationship. You will deliver and communicate ROI throughout the client lifecycle. You will maintain daily, weekly or monthly touchpoints depending on the stage of the project to increase product footprint and strengthen customer loyalty.
- _ Being proactive and reactive. _You will identify and solve problems, resulting in exceptional levels of satisfaction. You will collaborate across teams internally to troubleshoot issues, address concerns and answer questions.
- _ Welcoming new clients._ You will own the project for the initial platform deployment, coordinating all efforts with the client and the delivery team. You will share helpful resources to ensure an excellent first impression. You will guide new users through setting up and configuring our platform and coordinating training.
- _ Doing whatever it takes._ You will advise and execute on customer engagement strategies, refining our approach and optimizing our client offerings to scale effectively.

**What you bring**
- _ The education and the experience. _You may have a Bachelors in E-Health, Clinical Informatics, Public Health or another domain. Or, you may have studied healthcare, technology, or communications. You have several years of experience in client, customer, or patient-facing roles, building relationships, sharing information, introducing processes or tools.
- _ The knowledge._ Ideally, you have clin

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