OceanMD (Formerly CognisantMD) Looking for Customer Support Manager, HealthTech at Toronto, Ontario, Canada 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 Senior Director, Client Relations, we are adding a Customer Support Manager to our team. In this newly created role, you will be critical in supporting Ocean users and ensuring a positive product experience through timely and effective issue resolution. You will be a support liaison to both internal and external teams, acting as a point of escalation and expertise. You will assist the team in providing support and coordinating and deploying support tools and services. You will manage and grow a team of support specialists, increasing their skills and knowledge with a focus on providing an exceptional customer support experience. In addition, you will act as a champion of the team and the customers, working with leadership in product, sales, and development to ensure we continuously meet the needs of our customers.

This is a hybrid role requiring work in-office two days per week.

Who you are

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 have strong customer engagement skills, experience working with or deploying digital health tools in a clinical setting and a proven track record in building and mentoring teams.

What’s in it for you

Impact and influence. You will play an essential role in bringing our mission to light and solving real problems on live products. You want to make a difference in how Canadians experience the healthcare system and empower patients and physicians with the technology they need to streamline access to information.

How you will make an impact

• Lead. You will oversee a group of five direct reports to build product knowledge, instill best practices, promote career development, and ensure high retention. You will increase employee engagement through the design and deployment of action plans.
• Support. You will lead and coordinate major incident responses, ensuring timely resolution and effective stakeholder communication. You will conduct reviews to identify areas for improvement and implement corrective actions.
• Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.
• Collaborate. You will work with the Support Team Lead and leaders across the business to identify and implement cross-team process improvements to enhance service delivery.
• Advocate. You will represent customer needs, solving problems, and finding new ways to add value to the client experience. You will be the primary contact point for external Tier 1 support teams to ensure processes are followed, managing escalations as needed.
• Coordinate. You will manage scheduling of the Customer Support Analysts and resources to meet service agreements for external and internal customers.
• Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis to ensure continual improvement within our support ticket system and approach. You will develop and improve the phone/ticket processes to ensure free-flowing resolution, escalation, and information within the organization.

What you bring

• The experience. You have experience leading teams in implementing digital health tools in a clinic setting, and an understanding of Electronic Medical Records (EMR).
• The collaboration skills. You use different tools to make connections and nurture open communication. You can gain trust, influence decisions, and motivate individuals and teams.
• The people focus. You are a coach and mentor with the ability to guide your team, increasing the productivity and professional satisfaction of your people. You have exposure to leading a team, guiding career decisions, and evaluating performance.
• The analytical approach. You can dig deep to understand the root cause of technical problems and translate complex solutions for a non-technical audience. You are metrics-driven and insightful, maintaining open communication and updates on progress, identifying roadblocks, and helping your team overcome barriers.
• The customer-focus. You have flexible and effective communication and conflict management skills. You are empathetic and can respond urgently to customer needs, guiding your team to do the same. You can gain customer trust, act as an advisor, and build internal relationships to expedite escalated requests. You are naturally curious and passionate about empowering customers with the solutions they need to optimize their experience with our products and services.
• The initiative. You are a critical thinker who can creatively solve problems, and you continuously pursue knowledge. You are inspired by a fast-paced environment and can rise to the challenge of competing priorities.
• The passion. You are passionate about our purpose and applying your talents to build our brand. You are interested in new ideas and new technology.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company and how you will make an impact as our new Customer Support Manager.
• An interview with the Senior Director, Client Relations and the VP, Business Operations to learn about our current process and future plans. You will be able to share your insights and expertise and have time to ask questions about the company and the role.
• An interview with the Team Lead Customer Support and the Director of Product to discuss how your data-driven approach and technical knowledge line up with the role and the team.
• A final interview with the CEO and the Senior Director, Client Relations. This will be a chance for you to ask questions about the company’s growth trajectory and how you will play a key role as the new Customer Support Manager.

Our culture, our team

We’re a scaling company, expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology and we firmly believe that we can do our best work with realistic deadlines and transparent

communication about where we are and what’s next for us as an organization. We understand the time it takes to revolutionize a paper-based industry and develop and release high-quality resilient, compliant, and responsive technology that is easy to use so we ensure that pace is factored into our projects and deliverables across the organization.

Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas, and the chance to be part of projects, and try new things. We are dedicated to our team, and we strongly believe that family comes first. To that end, we strive to find opportunities to support balance in the workplace and between work and home. As part of this, we have flexible hours, regular opportunities for social get-togethers, and meeting-free Friday afternoons.

Everyone here is deeply committed to what we can do – and the potential we have to do more. As a result, we provide an opportunity for Cognisant Causes, our name for passion projects in healthcare where no funding is available and a little technical expertise and time is needed to make a big difference. It’s a way to give back and to add further meaning to what you do here.

A note on values

We value ethical behaviour above all else. We care about each other and we respect each other as professionals and people. We treat our customers with respect and keep our word, even if it hurts. We own our mistakes. We strive for honesty and integrity every day in every situation. We look for people who share these values.

We are transforming patient care across the country and we’ve only just begun. Join us

We are always on the lookout for ethically driven, intelligent, and compassionate professionals who want to be part of an energetic culture and company, people who are interested in contributing their talents in a challenging, interdisciplinary environment. If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply. We promise to consider your application fully.

Express your interest here, explore what we do here, or follow us on LinkedIn to stay connected.

We strive to build a diverse team and encourage applications from traditionally underrepresented groups. If we can make this easier through accommodation in the recruitment process, please let us know.

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