eHealth Services Coordinator

Socket.dev; Hamilton; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Socket.dev in Hamilton, Ontario, is seeking an eHealth Services Coordinator to support onboarding, privacy and security services and compliance, service delivery, user training, data management and reporting across digital health tools.

You will collaborate with clinical staff, patients and other stakeholders, troubleshoot user issues, and help manage onboarding, accounts and service deliverables for ConnectMyHealth or other systems. This hybrid role follows HHS Remote Work Policy.

Qualifications

• Degree or diploma in a related field; business administration preferred.
• Minimum three years' experience in data management, customer service, stakeholder relationships, and change management in healthcare admin.
• At least one year in training delivery and content development.
• Proficient with Microsoft Office, especially Excel.
• Excellent interpersonal, organizational, written and verbal communication.
• Commitment to excellent customer service and customer advocacy.
• Strong professional presence and ability to inspire confidence with stakeholders.
• Knowledge of service delivery and continuous quality improvement.
• Ability to manage multiple tasks with professionalism.
• Strong initiative and independent problem solving.
• Ability to maintain confidentiality of sensitive data.
• Ability to structure work with attention to detail.
• Advanced conflict resolution and feedback skills.
• Diplomacy and understanding of competing priorities.
• High integrity and strong ethics.

Responsibilities

• Generate and implement new ideas to support quality improvement for participants accessing digital health services.
• Operationalize policies, procedures and processes and contribute to ongoing program improvement.
• Integrate and manipulate data across systems using multiple software types.
• Support training, including organizing and delivering orientation sessions.
• Liaise with clinical staff, patients and related participants.
• Troubleshoot user issues, including operational and technical elements.
• Assist onboarding, patient registration, accounts, issue resolution and service deliverables.
• Provide administrative support for management and department operations.

Skills

Data management

Customer service

Stakeholder relationship management

Business writing

Change management

Presentation/training delivery

Content development

Interpersonal skills

Organizational skills

Written & verbal communication

Problem solving

Initiative

Confidentiality

Detail orientation

Diplomacy

Education

Community College Degree or equivalent in Business Administration or related field

Tools

Microsoft Office

Excel

Job description

We are looking for an eHealth Services Coordinator who will support the execution of user onboarding, privacy and security services and compliance/monitoring, service delivery, user training, data management and reporting, to ensure the efficient, regional operation and use of digital health tools.

High level areas of responsibility include:

1. Generate and implement new and innovative ideas to support continuous quality improvement for various participants seeking to access digital health solutions and services operated by HITS


2. Operationalize a variety of policies, procedures and processes, and contribute to a continuous improvement approach to program operation and service coordination


3. Using multiple types of software, integrate and manipulate data across different systems


4. Support the provision of training, including organizing and leading/presenting at orientation sessions as required


5. Appropriately liaise with members of the clinical community, in addition to patients and other related participants


6. Troubleshoot user issues, which may include operational or more technically-focused elements


7. Assist in managing and supporting user onboarding, patient registration, accounts, issue resolution and service deliverables for ConnectMyHealth or other supported digital health systems


8. Administrative support for management team and general department operational activities

This position is eligible for a hybrid remote work arrangement, in accordance with HHS’ Remote Work Policy

1. 1. Community College Degree or equivalent, preferably with Business Administration or equivalent


2. 2. Minimum three years' experience in each: data management, customer service, stakeholder relationship development/management, business writing and change management, preferably in a healthcare administration environment


3. 3. Minimum one year's experience in presentation/training delivery and content development


4. 4. Highly proficient using all Microsoft Office products, particularly Excel


5. 5. Excellent interpersonal, organizational, written and verbal communication, presentation and negotiation skills


6. 6. Unwavering commitment to excellent customer service, with ability to act as customer advocate if necessary


7. 7. Excellent ‘presence’ and dynamic professional style that inspires confidence to internal and external stakeholders


8. 8. Knowledge and application of service delivery and continuous quality improvement methodologies


9. 9. Demonstrated ability to manage multiple tasks concurrently while maintaining professional disposition


10. 10. Strong sense of initiative and ability to understand an issue and resolve independently, with confidence, to the extent possible


11. 11. Ability to develop and maintain cooperative working relationships with individuals, organizations and stakeholders and maintain confidentiality of sensitive data


12. 12. Ability to structure and organize approaches to work with an ability to focus at the appropriate level of detail


13. 13. Advanced skills in conflict resolution, providing effective feedback/responses to stakeholders


14. 14. Diplomacy, tact and understanding of others’ priorities to achieve common goals


15. 15. Highly articulate, goal oriented, with a high degree of integrity and strong ethics