Strategic Account Coordinator

Job Description

Dr.Bill Overview
Dr.Bill is an RBCx Portfolio company working to take the pain out of medical billing and get physicians paid accurately. We serve a variety of clients from clinics to hospitals and focus on delivering white glove service with a team of experienced billing agents. We are a high-growth company currently serving over 8,000 physicians across Ontario, British Columbia and Alberta.

As a part of RBCx, we pursue big, bold ideas and leverages RBC's extensive experience, networks, and capital to help shape what's next. Our four pillars – Banking, Capital, Platform, and Ventures – combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, which is why we invest deeply in making sure RBCx isn't just a place to work, but a place to belong.

What is the opportunity?
We're seeking a highly skilled Strategic Account Coordinator to join our team and play a key role in driving client success. In this role, you will have the chance to leverage your exceptional communication skills, and client-focused mindset to deliver tailored solutions that meet the unique needs of each client. You will have the opportunity to make a significant impact on their business by ensuring a seamless onboarding experience to our MDBilling and Dr.Bill platforms.

If you're a motivated and results-driven professional with a passion for building strong relationships and driving client satisfaction, we want to hear from you. This is a fantastic opportunity to join a dynamic team and contribute to the growth and success of our organization.

What will you do?

• Work directly with high value clients and serve as one of the primary points of contact for clients from sales hand-over to steady-state billing

• Manage the onboarding lifecycle, including setting up client accounts, providing training, and troubleshooting issues

• Collaborate with various teams, such as sales, account management, and customer success, to meet client needs and expectations

• Track and communicate client progress, including meeting key milestones and addressing challenges

• Collect and analyze client feedback to identify areas for improvement and refining processes to optimize the onboarding experience

• Support the day-to-day delivery of our Account Management offering by helping to open new accounts, escalating client issues to various teams, etc.

• Assist in the delivery of client value through billing data and insights, helping to drive informed decision-making and optimize client business goals.

• The goal is to ensure client satisfaction, drive adoption of the platform, and provide measurable value realization. The ideal candidate should have strong communication and the drive to learn two new billing platforms, be able to work cross-functionally, and be highly adaptable.

What do you need to succeed?
Must-Have:

• 3+ years onboarding new clients with everything from platform training, to account creation and beyond

• 2+ years experience working in medical clinic or hospital administration settings, including direct experience submitting or managing medical billing 

• Experience with managing or playing a key role in ambiguous projects

• Proven track record of delivering exceptional client experiences and having a client-centric approach

• Ability to be resourceful, learn independently, and solve problems without clearly defined answers

• Excellent communication and interpersonal skills, with the ability to effectively communicate with clients, internal stakeholders, and cross-functional teams to ensure seamless collaboration, and timely issue resolution

• Desire to contribute to a supportive and ambitious team environment. We are looking for someone who thrives in a diverse and inclusive culture

• Ability to learn quickly and absorb new concepts, technologies, and processes, with a strong capacity for self-directed learning and adaptation in dynamic environment

Nice to Have:

• Experience with the or Dr.Bill platforms

• Knowledge of the hospital networks and health ministries is considered an asset

• Experience with any of the following tools is also beneficial: Microsoft Excel, Tableau, Metabase

• Experience creating custom training plans and client billing reports

What's in it for you?  
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits and competitive compensation

• Leaders who support your development through coaching and managing opportunities

• Work in a dynamic, collaborative, progressive, and high-performing team

• Opportunities to do challenging work

#RBCx

Job Skills

Active Learning, Adaptability, Administrative Organization, Billing, Client Satisfaction, Collaboration, Communication, Continuous Improvement, Customer Accounts, Customer Success, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Onboarding, Problem Solving, Product Services, Teamwork, Troubleshooting

Additional Job Details

Address:

20 KING ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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