Specialist, Service Delivery & Management

Here is what you will be doing:  

• Delivers support services to engage facilities involved in data submission to Ontario Health’s Information Systems/Programs (e.g., WTIS, eCTAS, ORRS, SETP)

• Supports and trains facility resources on data submission business processes and reporting tools

• Works closely with facility resources and internal team members to monitor deliverables to ensure timelines and program goals and objectives are met

• Engages in planning and implementation activities to help support execution of process improvement initiatives to promote overall reduction of errors associated with data submission to Ontario Health’s Information Systems/Programs (e.g., WTIS, eCTAS, ORRS, SETP)

• Responsible for managing access control and user registration processes for various OH information systems

• Works with hospital resources to troubleshoot operational HL7 message failures between OH applications and hospital information systems

• Supports facility technical resources through testing activities to ensure hospital systems meet OH requirements for high quality data submission to various OH products/services

• Performs application validation testing during project implementations, integrations, and upgrades

• Proactively engages with facility clients, stakeholders and internal teams to effectively manage relationships and establish a trusted advisor role

• Provides initial investigation and root cause analysis on user reported system issues and supports resolution

• Supports the development of innovative approaches for addressing business, project and operational support needs

• Recognizes and identifies business process issues impacting facility clients, stakeholders and internal teams through gained business/process knowledge, systems expertise, and data analytics capabilities

• Identifies risks and issues related to project completion, including the identification of options for resolution and recommended course of action

• Maintains facility information databases and profiles consistently and accurately

• This role requires after-hours and/or weekend work

• Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested

Here is what you will need to be successful:  

Education and Experience  

• 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

• Demonstrated excellence in customer service

Knowledge and Skills 

• 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

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.  

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members of Black and racialized groups; 2SLGBTQIA+ communities; trans and nonbinary individuals; and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email careers@ontariohealth.ca and a member of the team will connect with you within 48 hours.