eHealth Services Coordinator

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. Community College Degree or equivalent, preferably with Business Administration or equivalent 
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. Minimum one year's experience in presentation/training delivery and content development 
4. Highly proficient using all Microsoft Office products, particularly Excel 
5. Excellent interpersonal, organizational, written and verbal communication, presentation and negotiation skills 
6. Unwavering commitment to excellent customer service, with ability to act as customer advocate if necessary 
7. Excellent ‘presence’ and dynamic professional style that inspires confidence to internal and external stakeholders 
8. Knowledge and application of service delivery and continuous quality improvement methodologies 
9. Demonstrated ability to manage multiple tasks concurrently while maintaining professional disposition 
10. Strong sense of initiative and ability to understand an issue and resolve independently, with confidence, to the extent possible 
11. Ability to develop and maintain cooperative working relationships with individuals, organizations and stakeholders and maintain confidentiality of sensitive data 
12. Ability to structure and organize approaches to work with an ability to focus at the appropriate level of detail 
13. Advanced skills in conflict resolution, providing effective feedback/responses to stakeholders 
14. Diplomacy, tact and understanding of others’ priorities to achieve common goals 
15. Highly articulate, goal oriented, with a high degree of integrity and strong ethics

Hamilton Health Sciences fosters a culture of patient and staff safety, whereby all employees are guided by our Mission, Vision, Values, and Values Based Code of Conduct. Hamilton Health Sciences is a teaching hospital and all staff and physicians are expected to support students and other learners.

To be considered for this opportunity applicants must apply during the posting period. All internal and external applicants may ONLY apply via the Careers website. This job posting is for an existing vacancy.

Hamilton Health Sciences is an equal opportunity employer and we will accommodate any needs under the Canadian Charter of Rights and Freedom, Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact Human Resources at 905-521-2100, Ext. 46947 for assistance. If the applicant requires a specific accommodation because of a disability during an interview, the applicant will need to advise the hiring manager when scheduling the interview and the appropriate accommodations can be made.

This competition is open to all qualified applicants, however, qualified internal applicants will be considered first. Past performance will be considered as part of the selection process. If you are a previous employee of Hamilton Health Sciences, please note\: the circumstances around an employee's exit will be considered prior to an offer of employment. Proficiency in both Official Languages, French and English, is considered an asset.

If this position is temporary, selection for this position will be as per the outlined Collective Agreements:

Article 30 (k), CUPE Collective Agreement 
Article 10.7 (d), ONA Collective Agreement 
Article 13.01 (b) (ii), OPSEU 273 Collective Agreement 
Article 14.04, OPSEU 209 Collective Agreement 
Article 2.07 and Article 13, PIPSC RT Collective Agreement

The Health Information Technology Services (HITS) eHealth Office at HHS manages a variety of services to support innovation and transformation of eHealth including strategic planning, stakeholder relations, communication, change management, business analysis, program management, training and privacy expertise. HITS is the solution provider responsible for operating ClinicalConnect™ , a secure web-based portal used by health care providers across south west Ontario, and the eHealth Office also acts as Change Agents, working with health service providers across the region to adopt digital health solutions. In addition, the HITS eHealth Office is responsible for the implementation of regional facing patient access channels (the ConnectMyHealth portal), being made available in south west Ontario.

Monday to Friday, 9-5 with after hours or weekend work as required.

Some travel regionally and across South West Ontario (SWO)

This position is temporary until March 2027