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CLIENT EXPERIENCE AGENT

The Client Experience team is literally at the heart of the business, through its relationships with the clients as well as with all of the other teams. The team has undergone a major transformation in recent years with the redesign of its mission. Although it supports customers every day for all of their questions related to the products, its role is much wider!

To give concrete examples of the contribution of the Client Experience team in the company, only in the last year, it has been actively involved in all of these strategic projects:

  • Collaboration with physicians-researchers and complementary health companies for the implementation of projects to improve practice;

  • Customer care, which aims to create proactive relationships with every clinic/doctor, individually;

  • Collaboration with the sales team for lead acquisition, demonstrations to potential customers, sales follow-ups and solicitation of clinics or health professionals;

  • The development of several projects in collaboration with various stakeholders (family physicians, medical specialists, pharmacists, and other health professionals);

  • Complete management of the entire communication-marketing component, from optimizing Help Center articles to set up a structured onboarding process for new users;

  • Establishing proactive technical services to better support our customers with the performance of their IT assets;

  • The creation of human resources management consulting services as a complementary service to the EMR, always with the aim of offering more to our clients!

The job

We are looking for someone who can actively contribute to the team, mainly in the relationship with our clients. It's a dream job for someone who likes relationships, challenges and wants to make a difference in a challenging business!

A typical week

  • Provide support to our customers via various communication media

    • Chat with doctors, nurses, medical secretaries, ...

    • Various calls for questions of use or blocking in the software

    • Any other question... we encourage our customers to call us in case of doubt!

  • Participate in the execution and continuous improvement of operations associated with the proper functioning of the EMR (eg: patient files merging)

  • Collaborate closely with customer experience specialists

  • Collaborate with project managers and developers of the client services team

  • Collaborate with software developers in solving software-related problems

  • Work as a team on a daily basis to determine the best strategies to maximize the use of our EMR by our customers

  • Any other tasks or related projects

You have...

  • A college studies certificate in customer service or a college studies diploma in a relevant field

  • More than 3 years of relevant experience in customer service

  • Great professionalism allowing you to collaborate with credibility with doctors and health professionals

  • Excellent communication skills in French and English (oral/written)

  • Experience in a technology company (asset)

  • An understanding of the health environment (asset)

What we offer you in exchange...

  • A permanent, full-time job

  • A competent, friendly and organized team

  • A work environment where everyone can be involved where they think they should

  • Direct access to the CEO in a company with little hierarchy

  • The value of participating in the growth of a Quebec company, which really has an impact on the improvement of health care in Quebec

  • Flexible work schedule

  • Teleworking
    Varied compensation including group insurance and Omnimed's participating pension plan

  • An office in the heart of nature, in the beautiful Eastern Townships

  • No traffic to get to work, just deers :)

  • A relaxed atmosphere, with several social activities

  • Dogs in the office

How we imagine you...

  • You have a smile in your voice!

  • You are methodical, rigorous and organized

  • You love helping people and you are known for your ease in building relationships

  • You are a team player and your motivation and drive make you a teammate of choice

  • You are passionate about problem-solving

  • You have a natural ease with all that is technological

  • You have an interest in improving health care

  • You have the ability to popularize beginner-level technical jargon (users) at the advanced level (software developers)

  • You are available to be on-call, rotating with other team members

In your email, send us your resume or tell us that you would like to visit our office! It will be our pleasure to schedule a time with you to discuss or to meet.

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