Job Description

Women's College Hospital (WCH) is an academic, ambulatory care hospital in Ontario with a focus on health for women, health equity and health system solutions. If you're ready to be part of a team that is revolutionizing the future of healthcare, then you will want to join an institution where the possibilities for innovation, new discovery and system thinking are limitless. Women's College Hospital is committed to equity, quality and patient safety as key professional values and essential components of daily practice.



Healthcare Revolutionized 2030 is our roadmap to the future. Our strategy is built on the pledge that the founders of our hospital made 140 years ago and reaffirms our commitment to providing equitable, accessible, best-in-class healthcare for everyone - meeting people where they are on their healthcare journey and partnering with them to reach their goals of living their healthiest lives possible. The stage has been set for Women's to accelerate our priorities and capture the momentum to catapult our system forward to revolutionize healthcare for everyone.



Applicants must reside and be legally eligible to work in Ontario.



This is a Regular Full-Time Opportunity

Type:

Replacement

Summary of duties, but not limited to:

Analyses functionality of assigned application to determine how it should be used to best meet the needs of the end user Works with end users to understand their needs, develop build specifications and implements changes required for assigned application Coordinates resolution of issues related to configuration of assigned application using appropriate escalation paths as required Recommends product or system improvements including procedural steps, increased training, and enhanced documentation Supports full system testing and go-live planning Investigate problems and questions from end users Being attentive to the client experience, provides user support through in-person support, telephone support line, email communication, training, and demonstrations Maintains patient/client confidentiality and adheres to privacy policies at all times Prioritizes, resolves, and escalates user inquiries, including account set-up and access concerns, and provides solutions in a timely fashion Completes incident logs, reporting, etc. Logs and tracks support calls in the designated ticketing system(s) to prioritize and escalate jobs as required to ensure customer satisfaction Identifies trends in the support calls and develops documentation to address these most-often reported problems and issues Notifies management of increasing trends, unusual activity or repeated activity Updates customers and management on the status of current resolution efforts and attends daily/weekly meetings as requested or required Liaising with software vendors on the development of enhancements to overcome known problems, or further fulfill user requirements

As a role model and champion you will work to identify and integrate safe, best practices into daily activities to foster the delivery of safe and exemplary care.

The responsibilities described above are representative and are not to be construed as all-inclusive.



Qualifications

Completion of an undergraduate Degree in Health related field required Minimum 5 years previous experience in a service desk/customer support model or health care environment is an asset Familiar with Personal Health Information Privacy & Security related acts & guidelines Experience with hospital information systems and workflows Experience with Epic and/or Telus PS Suite preferred Ability to travel to the United States to complete training, required Proficiency in MS Office, MS Visio, and MS Project Strong ability with system analysis and design Excellent problem solving and resolution skills Ability to provide exceptional customer service Strong organizational skills and the ability to oversee several projects with competing priorities Ability to produce high quality reports and meet deadlines Strong initiative and self-managing skills. Excellent interpersonal skills in order to interact with individuals in a wide range of situations. Outstanding verbal and written communication skills Demonstrated record of good performance and acceptable attendance will be considered as part of the selection criteria Professional behaviour and communication that meets the standards of the professional regulatory college or association, as applicable, and the standards of Women's College Hospital

This position plays a critical role in acting as an advocate for safety and will demonstrate principles, practices and processes that will optimize a safe environment for all



Why Choose Us?

Be part of a dedicated team committed to excellence. Shape the future of healthcare in a supportive environment. Enjoy competitive benefits and an excellent defined benefit pension plan (HOOPP).

Women's College Hospital is a fully affiliated teaching hospital of the University of Toronto and is committed to fairness and equity in employment and our recruitment and selection practices. We encourage applications from Indigenous peoples, people with disabilities, members of sexual minority groups, members of racialized groups, women and any others who may contribute to the further diversification of our Hospital community. Accommodation will be provided in all parts of the hiring process as required under our Access for People with Disabilities policy. Applicants need to make their requirements known in advance.