Client Success Associate, DoctorCare

WELLSTAR • Toronto, ON

28d • Hybrid

About The Position

At WELLSTAR, we are committed to reshaping Canadian healthcare by leveraging technology to address the administrative burdens that pull physicians away from their true calling—patient care. Our mission is to support providers and patients, shifting the emphasis back to quality, timeliness, and positive outcomes. With a comprehensive suite of technology solutions, we have successfully helped thousands of providers adopt and benefit from modern, interoperable technologies that improve patient outcomes and system efficiency.
Whether you are in research and development, administration, communications, operations leadership, or technology, joining us now is an opportunity to play a critical role in transforming how healthcare is managed and experienced in Canada.
DoctorCare was acquired by WELLSTAR in 2020, and we now operate as part of Canada’s leading healthcare technology ecosystem, benefiting from the comprehensive resources and expertise of a company that serves over 40% of practitioners nationwide.
Our solution, Practice Care by DoctorCare, helps doctors optimize the performance of their medical practice by providing actionable insights and automated billing, alleviating the need to understand complex patient enrolment and funding models so doctors can maximize their revenue potential every month. Our newer solution, PatientCare, is an add-on that streamlines workflows by further reducing the administrative burden of patient management. We help connect doctors with their patients, grow their rosters, and set up reminders for patient recall.
To support our growing customer base, we are looking for a Client Success Associate to join our industry-leading Client Success team. As our new Client Success Associate, you will build strong relationships with physicians, provide guidance and support, and ensure a consistently positive experience with our services.
This hybrid opportunity requires the ability to work from the Toronto office two days per week.
You are a customer-focused, technically astute support associate seeking a new role where your guidance and expertise can have a profound impact. With an interest in supporting healthcare providers in Canada, you want to provide access to automation and technology that improve workflows and outcomes. You want to support doctors' offices by providing a solution and service that enables physicians to focus on patient care.
Knowledge and impact. You want to learn more about Canada’s healthcare system and increase your understanding of how technology can optimize the experience of practitioners and patients. This is an opportunity to gain access to an in-demand solution in a growing industry and to build your consulting and business skills while working directly with physicians. You will work closely with internal teams, including Sales, Product, and Marketing, and your feedback and client insights will help shape and improve our services and solutions.
Career Development. You will have direct, meaningful coaching from industry experts and gain opportunities to challenge yourself in a dynamic environment. This is the first point to growing your career here; it is a starting point and a proven way to broaden your knowledge of our medical system and healthcare structure.

Requirements

• The customer-focused experience. You have experience in customer service, success, or technical support. You can gain trust and put customers at ease at any level. You ask probing questions to get to the root of issues and can propose thoughtful solutions. You have the patience and insight to adapt your message to your audience and translate technical concepts for non-technical end users.
• The curiosity and drive to learn. You are eager to learn, resourceful, and comfortable quickly picking up new technologies and concepts. You are detail-oriented and always looking for ways to improve processes and outcomes.
• The integrity and self-awareness. You are guided by integrity and introspection, always looking for ways to improve your approach and your work.
• The technical skills. You are comfortable with Microsoft Office tools, including Excel and have experience with or exposure to CRM systems.

Nice To Haves

• 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.

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.

Benefits

• At WELLSTAR, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.
• WELLSTAR is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success. Accommodations are available upon request for candidates participating in all aspects of the selection process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees