Bilingual Coordinator, Client Access and Engagement

Job Description

Who we are

We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration, and innovation.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• HOOPP Pension Plan (Defined Benefits Pension)
• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Career Planning Program
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?

The Coordinator will be responsible for coordinating and supporting activities related to providing high quality client support in the Client Access and Engagement team. Activities include; responding to client requests and inquiries in English and French via email and telephone, contributing to the development, implementation, and maintenance of efficient and effective processes, and maintaining client information in tools such as Client Relationship Management (CRM) and Access Management System (AMS).

What you'll do

1. Act as a first point of contact for external clients, facilitating timely responses.
2. Provide direct client support for queries relating to accessing CIHI’s online products and services, including reviewing and processing requests to grant and revoke access to applications and conducting access management audit activities for internal and external users.
3. Coordinate and support the on-boarding process of new CIHI external clients.
4. Coordinate and contribute to the process of disseminating communication materials for both internal and external clients. Collaborate with the program areas as necessary to ensure that information is current and relevant.
5. Coordinate and enhance processes for preparing and tracking Service and License Agreements.
6. Contribute to the development of and maintain a thorough understanding of Client Access and Engagement processes, best practices, and Principles and Standards.
7. Attend and contribute to Client Access and Engagement meetings and special project teams.
8. Coordinate with other internal teams, as needed, to effectively deliver services to external and internal clients and improve efficiencies.
9. Participate in other projects and activities, as required, including providing support to program areas while working in a matrix team environment.
10. Perform other related activities as assigned.

What you'll bring to the table

• University degree or college diploma in a business-related field, or related professional experience.
• A minimum of one to three years’ experience in providing direct client support and ability to learn and follow standard operating processes in a busy work environment.
• Excellent verbal and written French communication skills.
• Demonstrated experience in project/program coordination within a large, multidisciplinary team.
• Demonstrated experience working with CRM and AMS tools.
• Demonstrated experience in identifying, establishing, and/or continuously updating administrative and project/program processes to improve efficiency and effectiveness.
• Proficiency in Microsoft applications such as Word, Excel, Outlook, and PowerPoint.
• Basic understanding of legal agreements and privacy concepts.
• Basic understanding of information management tools (SharePoint) and processes.
• Outstanding organizational skills and attention to detail.
• Experience in establishing and maintaining relationships with stakeholders.
• Self-directed, innovative, and able to work with minimal supervision, while working effectively within a large team.
• Fluency in both official languages is required.

Closing Statement

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

Employment Equity

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.