MOA - Ava EMR Support Specialist (Ontario)

Ava Industries•Mississauga, ON

1d•CA$50,000 - CA$60,000•Remote

About The Position

We are seeking a highly motivated and experienced individual with a background in both Medical Office Administration (MOA) and customer service, ready to transition their skills into a rewarding career as a Customer Support Analyst and Trainer. This role is ideal for an MOA, clinic receptionist, medical admin, or healthcare office professional who knows clinic workflows and wants to move into EMR software support and customer training. Experience in customer service or hospitality is a great asset, Ava values people who know how to create exceptional experiences. In this role, you will be the primary point of contact for our valued customers, providing exceptional support and training on Ava Industries’ EMR software. You will have the opportunity to make a real difference in the healthcare industry by empowering clinics to optimize their workflows and enhance patient care. This is a full-time, permanent position with the flexibility of working remotely from the Greater Toronto Area. While the role is primarily remote, occasional travel may be required for company meetings or client site visits. Ava’s Customer Support hours will align with core operating hours of 8:00 AM to 6:00 PM MST, Monday through Friday, while also meeting OntarioMD’s requirements for extended support hours of 8:00 AM to 8:00 PM ET, Monday through Friday, and 8:00 AM to 4:00 PM ET on Saturdays.

Requirements

Required minimum 2 years of experience as an MOA in a medical office or hospital setting
Exceptional interpersonal, verbal, and written communication skills with the ability to build rapport with customers
Ability to problem-solve issues and find solutions effectively
Proven ability to train individuals in a clear and concise manner
Highly organized with meticulous attention to detail
Proficiency in Google Workspace and experience creating documents, spreadsheets, and presentations
Strong understanding of medical terminology and clinical workflows.
Proficiency and understanding with Ontario systems (ie: Ontario Health, OntarioMD, ConnectingOntario ClinicalViewer, OLIS, HRM, DHDR, MCEDT)
Familiarity with relevant legislation, including PIPEDA and FOIP
Self-motivated with a strong work ethic and a passion for continuous learning

Nice To Haves

Experience in hospitality or customer service is considered an asset and will be highly valued.

Responsibilities

Provide exceptional customer support to clients via phone and email
Troubleshoot software issues and provide effective solutions
Deliver comprehensive training to new and existing users on Ava, both remotely and occasionally in-person
Develop and maintain customer-facing resources, including user guides, training manuals, and video tutorials
Collaborate with the development team to identify and report software bugs and areas for improvement
Stay up-to-date on the latest features and updates to Ava EMR
Deliver detailed messaging to our customers on the latest releases, including updating Ava’s website
Contribute to the ongoing improvement of our Customer Support processes