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Intake Specialist

3 weeks ago

Toronto, Canada OntarioMD Full time

**Intake Specialist**

**Permanent Full-time**

**Job Band: C**

**Working closely with the Director, Information and Customer Experience, your responsibilities will include**:
**Intake Operations and Support**
- Provide Tier 1 support to Ontario clinician practices, staff, and assist all other clients and stakeholders with inquiries related to OntarioMD products and services and partnered initiatives across the province.
- Provide Tier 1 technical support to clinicians and their staff for all OntarioMD Portal Services such as portal navigation, webinar, and event registration technical support, Privacy & Security Training registration, etc.
- Collaborate with internal teams to complete the onboarding and enrollment processes for interested (business leads) and eligible clients.

**Product and Service Knowledge**
- Acquire and maintain a comprehensive understanding of OntarioMD offerings.
- Document intake workflow / keep current for all OntarioMD products and service offerings.
- Oversee the enrolment process to OntarioMD’s suite of digital health solutions.
- Triage and escalate issues to the necessary department, as required.
- Engage with appropriate teams in supporting campaigns and responses resulting in business leads.
- Assist with routine internal reporting, monitor, and report on customer service metrics.
- Assist in developing and improving intake procedures, policies, and standards.
- Assist with creating, editing, and updating related training materials and manuals.
- Liaise with internal and external stakeholders (as required) on inquiries and escalations in a timely manner.

**System Tracking and Data Quality**
- Contribute to data quality improvements and ensure compliance to corporate data optimization goals.
- Perform internal audits, as required, to ensure compliance with OntarioMD processes and standards.
- Support the data collection, aggregation, and entry of information into the Customer Relationship Management (CRM).
- Maintain and record all contact and account information in the CRM system, and related systems.
- Perform data quality investigations as necessary and work individually or in collaboration with teams to identify and rectify data issues.
- Review client contact information and associated data and supporting documentation to validate accuracy of account information.
- Correspond with business units to correct deficiencies and inaccuracies.
- Responsible for ensuring compliance to information management policies, procedures, and governance standards as CRM business users.
- Perform other job-related duties as assigned.

**Requirements that are important to us**:

- Post-secondary education in business, healthcare, or technology related field, or equivalent experience.
- Familiarity with public sector and exposure to Ontario healthcare landscape an asset.
- Demonstrated experience reviewing documentation to ensure completeness, with great attention to detail.
- Ability to work independently within a structured team environment.
- Ability to manage simultaneous tasks with potentially conflicting priorities.
- Strong understanding of Microsoft Dynamics Customer Relationship Management (CRM) system.
- Excellent organizational and time-management skills.
- Strong written and verbal communication skills.
- Proficient with Microsoft Office tools (Word, Excel, PowerPoint, and Outlook) and SharePoint.

**Benefits we think you'll like**:

- Fantastic opportunity to grow within the team and throughout the organization.
- Professional development and continuous in-house learning opportunities.
- Fun, friendly, and dynamic work environment with a passion for digital health.
- Competitive salary and bonus program.
- Exceptional group benefits package paid by the organization.

**How to Apply**:

- We continue to encourage staff to follow the Public Health recommendations and stay up to date with their vaccinations._
- All recruiting activities including interview and new hire onboarding will be conducted remotely. While we are doing our best to ensure reasonable response times, please expect potential delays._

**_OntarioMD does not solicit personal information such as banking information or passport information over social media sites for employment purposes._**

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