Clinic Support Specialists

The Role

Reporting to the National Director, Integrations and Central Services , the Clinic Support Specialists is a dual role, and the main purpose is to:

WFM Integrations

• Support our acquisition clinics in onboarding onto the full Dayforce system.  
• To be in direct contact with our acquisition clinic, field team, Pay & HR departments.   
• Help train the clinics and provide platform support during the first pay.
• Project manages the WFM onboarding process until completion for all acquisitions.
• Continuance of supporting onboarded and current clinics with general inquiries to help guide Practice Managers to current processes.

Clinic Support

• Help support existing clinics with inquiries and training on Zendesk, Concur and Dayforce.
• Help cover call centre shift and direct calls/inquiries to the appropriate departments.
• Follow up on ticket/email inquiries to provide customer service for Practice Managers.

Duties

• Meet the needs of the Practice Managers including understanding the question clearly and identifying solutions and/or appropriate Support Office partner to support the inquiry.
• Setting timelines to meet the WFM launch date, training on the system prior to WFM launch, timely and relevant communication and anticipating the needs of the Payroll/HR department to support setup.
• Working closely with the Payroll, HR and Integrations departments to ensure all pay elements are set up correctly into the time management system for pay to be processed accurately.
• Help cover Call Centre shift phone coverage.

Job Responsibilities

• Coordinate and schedule calls with key stakeholders to prepare for implementation launch calls and subsequent training calls
• Track errors/issues that arise within an implementation to identify potential patterns, locate and troubleshoot solutions.
• Collect and organize and summarize all pay & HR data required for efficient handoff to key stakeholders (e.g. Payroll) in data implementation.
• Lead WFM system training calls with the Practice Managers.
• Maintain a high level of customer service and satisfaction by scheduling recurring touch points, coaching Practice Managers through the learning curve and provide constructive feedback in a professional, respectful manner
• Flexible in availability to accommodate the schedule constraints of our Practice Managers across Canada and payroll submission deadlines
• Organize all tasks required to meet the implementation deadline and efficiently plan the sequence of activities 
• Provide internal feedback on success of implementation, areas of improvement and items to consider for future implementations. Help support Practice Manager with day-to-day business inquiries and training.

Background, Experience and Qualifications

• Minimum 3 years' experience in a payroll system/platform (e.g. Ceridian, ADP, Payworks, etc.)
• Minimum 1-2 years' experience with payroll (PCP certification an asset)
• Minimum 1-5 years' experience in client service environment
• High attention to detail and accuracy
• Ability to foresee and prepare for potential errors and resolve quickly to maintain a smooth implementation
• Effective communication skills
• Previous experience with MS Office and Salesforce (an asset)
• Previous experience with working with clients in an implementation role (asset)
• Veterinary or health care related clinic experience an asset
• Team player; Ability to collaborate & work effectively within a cross functional team
• Adaptability; able to learn new skills quickly and adjust to changing priorities
• Motivated by challenging situations, and can work independently and manage your workload efficiently
• Self-starter – able to work as a group and independently with minimal supervision

Our Ideal Candidate possesses the following Cultural Competencies

We are Relationship Focused!

• In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels, functions, cultures or geography.

We Collaborate!

• Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals to ensure that all work is in the best interest of the hospital and considers the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.

We Speak the Truth!

• We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.

We are Humble!

• We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.

We Take Care of the Rest!

• We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on the impact of patient care, client service, and hospital teams. We do what’s best for the hospitals, not just Support Office.