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Service Delivery Specialist

2 months ago

Toronto, Ontario, Canada Ontario Health Full time
Job Title: Service Delivery Specialist

At Ontario Health, we are committed to delivering exceptional service to our clients and stakeholders. We are seeking a highly organized and detail-oriented Service Delivery Specialist to join our team.

Job Summary:

The Service Delivery Specialist will be responsible for providing technical and business support to our clients, ensuring timely and accurate data submission to our information systems. This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Deliver support services to engage facilities involved in data submission to Ontario Health's Information Systems/Programs
  • Support and train facility resources on data submission business processes and reporting tools
  • Work closely with facility resources and internal team members to monitor deliverables and ensure timelines and program goals and objectives are met
  • Engage in planning and implementation activities to support execution of process improvement initiatives
  • Manage access control and user registration processes for various OH information systems
  • Work with hospital resources to troubleshoot operational HL7 message failures between OH applications and hospital information systems
  • Support facility technical resources through testing activities to ensure hospital systems meet OH requirements for high-quality data submission
  • Perform application validation testing during project implementations, integrations, and upgrades
  • Proactively engage with facility clients, stakeholders, and internal teams to effectively manage relationships and establish a trusted advisor role
  • Provide initial investigation and root cause analysis on user-reported system issues and support resolution
  • Support the development of innovative approaches for addressing business, project, and operational support needs
  • Recognize and identify business process issues impacting facility clients, stakeholders, and internal teams through gained business/process knowledge, systems expertise, and data analytics capabilities
  • Identify risks and issues related to project completion, including the identification of options for resolution and recommended course of action
  • Maintain facility information databases and profiles consistently and accurately
Requirements:
  • 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
  • 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.