Client Success Associate, DoctorCare

WELLSTAR Technologies is focused on transforming Canadian healthcare through technology. They are seeking a Client Success Associate to build strong relationships with physicians, provide guidance and support, and ensure a consistently positive experience with their services.

Responsibilities

• Build relationships. You will research your clients and develop a deep understanding of their practices and needs. You will connect with clients through calls, video meetings, and email, and re-engage quieter clients through targeted outreach
• Provide guidance and expertise. You will support the day-to-day delivery of PracticeCare consulting services, using tailored reporting to identify opportunities to improve physicians’ practices. You will coach physicians, help set goals for billing and roster optimization, and become a subject-matter expert on patient enrolment and funding for family physicians in Ontario. You will stay up to date on government policy changes and help doctors understand the impact on their practices
• Maintain data and reporting. You will gather, organize, and maintain client records and practice data to ensure accuracy and accessibility. You will review and verify client data, maintain internal systems, assist with system updates and improvements, and prepare reports and statistics for clients and internal teams
• Collaborate and improve. You will support onboarding new clients alongside Sales, contribute to improving internal processes, assist with Product and Marketing initiatives that impact clients, collect client feedback, and look for ways to streamline service delivery by constantly asking, 'Is there a better way?' You may also guide or mentor team members to ensure consistent, high-quality support

Skills

• Experience in customer service, success, or technical support
• Ability to gain trust and put customers at ease at any level
• Ability to ask probing questions to get to the root of issues and propose thoughtful solutions
• Patience and insight to adapt messages to audiences and translate technical concepts for non-technical end users
• Eagerness to learn, resourcefulness, and comfort in quickly picking up new technologies and concepts
• Detail-oriented with a focus on improving processes and outcomes
• Guided by integrity and introspection, always looking for ways to improve approach and work
• Comfortable with Microsoft Office tools, including Excel
• Experience with or exposure to CRM systems
• Experience with EMRs, Jira, and Confluence is considered an asset
• Experience in healthcare, public health, consulting, training, or supporting physician customers is also an asset

Company Overview