Original job description
Why work at Caredove?
Thousands of community health organizations do the hard work of helping people stay at home and live healthy, independent lives. Home care, day programs, meals, transportation, mental health supports, caregiver relief: these services keep people out of hospital and out of long-term care for longer.
But too often, people who need them never find them, or find them too late. Referrals get lost in fax machines and phone tag, and great programs sit under-used while people wait. Caredove exists to change that. We help community organizations get found, get referrals, and get people connected to their services quickly and easily.
The reason people love working here is simple. Every connection we make helps someone stay home, and helps a community organization do more of the work it does best.
About Caredove
Caredove is a health care software platform that connects people with community and home care services. We champion the organizations doing this work, and we build tools their teams and referral partners actually love to use.
Founded in Ontario, Canada, we have a passionate team of about 25 individuals committed to enhancing patient outcomes. Caredove has proudly facilitated millions of patient connections across Canada, spanning from vital health screenings for newborns to essential home care services for seniors. We've really only scratched the surface of what we can do and need help serving a growing customer base.
We are a remote first company with occasional office gatherings in Orillia, Ontario. Only applicants who place the number 986352 into your cover letter or resume will be considered.
Who are our customers?
At Caredove, we cater to a diverse range of community health organizations, encompassing various sizes and scopes. Our clients typically:
● Manage a complex array of services, each with its unique channels of access.
● Have a mandate to coordinate service access across a large or specific geographic region.
● Invest in tailored solutions, including custom forms, workflows, integrations, and website design, to meet their specific needs and goals.
● Benefit from personalized consultation with our team to ensure that their forms, workflows, and system configurations adhere to best practices.
● Operate in collaboration with multiple partner organizations, necessitating seamless integration and project coordination efforts.
● Utilize Caredove to develop customized intake forms, design appointment availability, and streamline patient intake workflows for integration into their EMR or CRM systems.
● Rely on hands-on and detailed support from our dedicated operations team.
The Opportunity - Operations Coordinator
Amazing customer support is at our core. We obsess about wowing the organizations and users that join our platform.
As Operations Coordinator, you:
● Lead new users through our onboarding process, optimizing platform configurations and workflows to meet their specific needs, optimizing adoption.
● Identify and understand customer requirements, quantifying needs, and establishing measurable goals for achieving success.
● Create clear and compelling descriptions of community health care services on the Caredove platform, configuring forms, appointment availability, workflows, and settings to enhance access for the public and referring clinicians.
● Document step-by-step workflows and intake outcomes specific to each customer, ensuring readability and clarity in process documentation.
● Assist clients in improving communication and streamlining service access through online appointment booking and referral options.
● Provide support to existing customers via chat, email, and Zoom, addressing issues promptly and proactively guiding them in leveraging Caredove features effectively.
● Be the lead contact to support a portfolio of customers of varying sizes, providing light ongoing support to ensure their ongoing satisfaction, success, and renewal.
● Strategize with customers to develop effective communication strategies for promoting their services to the community.
● Drive the expansion of regional service networks by delighting customers.
● Develop tutorials, educational materials, and other relevant content within the Caredove platform to support customer success and user adoption.
● Collaborate closely with other teams to address customer issues promptly and identify opportunities for product enhancement.
● Contribute to the strategic scaling of our business by streamlining operational processes where possible.
You will be a great fit for this position if you:
● Are a driven self-starter that takes initiative to drive knowledge sharing and scalability.
● Leverage AI tools in your day to day functions to maximize your productivity.
● Possess a strong inclination towards being helpful, proactive, conscientious, and make a positive impact.
● Are an empathetic communicator with a passion for supporting others.
● Exhibit empathy and effective communication skills to provide exceptional support.
● Excel in problem-solving, with a resourceful and industrious mindset focused on finding practical solutions to challenges.
● Have strong written and verbal communication skills.
● Are excited to learn about the home care and community support sectors.
● Showcase strong research skills, both online and offline, to gather relevant information and data to support decision-making and problem-solving.
● Have proven experience managing multiple projects, clients, and responsibilities simultaneously, demonstrating strong organizational skills and attention to detail.
● Thrive in an environment where you are given responsibilities that make a meaningful impact.
● Possess a passion for technology and stay updated with modern software tools and solutions.
● Have great real-life analytical problem solving chops.
● Are a university graduate with 1+ year of software customer support, operations, and/or analytics experience.
Bonus Points for:
● Knowledge of the health care or community service sector.
● Experience using CRMs and customer communication or support software.
● Speaking and writing French.
This role may not be a good fit for you if:
● you need somebody staring over your shoulder and micromanaging you to be productive
End Notes...
We want to build a place where people enjoy working together to solve hard problems.
We are a small but growing team, and our roles and responsibilities are still a little bit fluid depending on the pressures of the day. We hold each other up, we make tough decisions together, we brainstorm regularly, we value “team” over “ego”, we give and take constructive criticism, we celebrate success, we get it done, we mentor, we wear hoodies AND suits. We avoid report writing, long emails, and using business jargon. We try to live healthy lives.
