Practice Consultant, CMD

About the Company:

The WELL EMR Group is one of the largest Electronic Medical Records (EMR) providers in Canada, serving over 2,200 clinics with 10,000+ physicians. It focuses on modernizing clinical and digital assets within the healthcare sector. The WELL EMR Group is a part of WELL Health Technologies.

Position Summary:

The Practice Consultant (PC) is an important role to help support enhance customer satisfaction and sales within a defined sales territory - fostering relationships with healthcare organizations and Providers. Working closely with other team members, the PC will act as a reliable and knowledgeable point of contact for our customers and prospects. You will work with users to ensure they have optimized their use of OSCAR Pro Electronic Medical Records Software. The job is focused on driving increased engagement with our suite of offerings and helping clinics become more efficient using services from WELL Health.

What you will be doing:

• Build strong relationships with customers/prospects through remote and in-person presence within the assigned territory.
• Target key customers for in-person account management activities, customer retention, upsell and referral generation opportunities.
• Provide how-to and tips & tricks support during onsite and remote visits with OSCAR Pro customers.
• Grow customers’ depth of understanding and utility of products by coordinating training on new and existing features.
• Identify possible opportunities for further adoption and integration of WELL Health products and services within current customers base.
• Support the roll out and adoption of new product initiatives to WELL Health’s existing customer base.
• Create customer advocates to assist in generating references and referrals.
• Reach out to customers through warm calling and customer referrals within territory
• Work closely with the Sales Account Executive for strategy, competitive situation and direction of sales cycle.
• Update tracking systems with communications, conversations and correspondence with customers.
• Liaise with the Customer Success and Accounts Teams to handle customer escalations.
• Be the prime account manager in the territory.

Additional duties and expectations:

• Contribute to the organization’s positive image both internally and externally,
• Perform other duties consistent with the position, as reasonably directed by your manager.

You Have:

• Thorough knowledge of the WELL HEALTH product and professional service lines. Requires extensive OSCAR Pro EMR implementation and clinic workflow knowledge.
• Demonstrates ability to improve customer satisfaction and drive customer loyalty.
• Consultative Sales focused mindset.
• A team player who is a self-starter, motivated and results oriented.
• Proven ability to effectively delegate, follow up and communicate with all levels of the organization.
• Demonstrates ability to manage complex and competing priorities with time management and organizational skills.
• Demonstrates business acumen with strong strategic, analytical and problem-solving skills.
• Superior communication, interpersonal skills.
• Ability to take a lead role when dealing with customer issues ensuring timely and accurate resolutions.
• Ability to make decisions and seek direction from leadership on strategic initiatives.
• Schedule flexibility. Travel is required.
• Be a customer advocate!

Day to Day Activities:

• Target key high value/strategic OSCAR Pro EMR customers for in-person and remote account reviews.
• Following up with existing OSCAR Pro customers to ensure full engagement with products they are using.
• Identify training gaps that could be leading to suboptimal experience and deliver tips and tricks or coordinate a tailored training package.
• When new releases of Products are rolled out, the PC can assist in-market questions and help with adoption of new functionalities.
• Build out true referral network through relationship management with key OSCAR Pro customers.
• Look for upsell opportunities within the OSCAR Pro customer base.
• Handling customer escalations outside of normal Case queue. Liaise with the Customer Success Team to resolve the issues.
• Liaise with different team members for any customer related issue and coordination of resources for timely resolution.
• Contribute to sales presentations with Sales Account Executive when required.
• Identify potential reference sites that Sales and Marketing could work with to further tell the WELL HEALTH story.

Compensation and Logistics:

• Base salary plus variable compensation
• This is an outbound and work from home role.
• Work from office space available in TO and Vancouver
• Will need to live in ON or BC

WELL 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 – this is the WELL Way!

WELL has been independently certified as a Great Place to Work® by Great Place to Work Institute® Canada, an achievement that reflects the company’s strong commitment to creating a workplace culture centered on trust, inclusivity, and employee well-being, aligning with its ‘Healthy Place to Work’ ESG strategy pillar.

Want Read more about us: https://stories.well.company/