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Manager, Service Operations, PrescribeIT

Posting Date: February 10, 2021
Position Title: Manager, Service Operations, PrescribeIT
Department: PrescribeIT
Report to: Director, Service Management and Operations
Location: Toronto

Overview

Canada Health Infoway is working with Health Canada, the provinces and territories, and industry stakeholders to create, operate and maintain a financially self-sustaining, multi-jurisdiction e-prescribing service, known as PrescribeIT, a single, end-to-end e-prescribing service that enables prescribers to electronically transmit a prescription to a patient’s pharmacy of choice. This service will reduce the use of paper prescriptions, enhance patient safety, improve continuity of care, optimize existing drug information system investments, and facilitate better health outcomes for Canadians.

Position Purpose

This position strives to maintain and improve reliable PrescribeIT service, working with the managed services providers. The Manager ensures that all Service Level Agreements, Service Level Objectives and Statements of Work meet the levels of the contracted services and that services are delivered as contracted.

This position will work directly with the managed service providers for all operational functions, to ensure all services are sustainable, supportable, reliable and managed to preserve the operational integrity of PrescribeIT. 

The Manager will lead the operations work between PrescribeIT business leaders and managed services providers personnel, prioritize conflicting priorities, provide status updates to the PrescribeIT team, identify and mitigate risks and generally maintain the relationship with PrescribeIT stakeholders and the managed services providers.

The Manager will monitor tickets, handle incident escalations with a mind toward support, and workflow quality, run and create reports, monitor workflow and identify and implement improvement opportunities. Emphasis in this role is on ensuring ‘service excellence’ and strong internal/external customer focus, specifically prompt and efficient service to the PrescribeIT® business unit and assurance that users and business teams receive the support they require.

Major Responsibilities

  • Manage the PrescribeIT Incident and Problem management process, leading incidents and critical escalations including P1 incidents to conclusion and resolution
  • Manage planned /Unplanned outages, follow procedures and policies for communication between groups and vendors and ensure contract expectations are met
  • Initiate Critical Situation Management process and set up conference bridges for all parties involved and work closely with the major Incident Manager to facilitate a positive outcome
  • Responsible for managing and tracking PrescribeIT on-going operations issues and act as the point of contact for PrescribeIT support related issues
  • Maintain and improve process to organize and maintain a central database system to track and store related PrescribeIT tickets and issues across all managed services providers with documentation to allow for easy retrieval of information
  • Collect, review, report and manage the service level reports and metrics established with POS vendors and Provincial support teams
  • Identify and analyze trends and recommends appropriate process improvements to ensure timely resolution according to SLA’s and reduce number of open issues
  • Communicate high priority issues to internal and external stakeholders including executive staff
  • Oversee the Root Cause Analysis processes for any service faults
  • Oversee the transitions from development to operations.
  • Provide forecasts analysis based on historical data and projected program initiatives to Identify support resource requirements to meet PrescribeIT expansions and Service Operations scalability
  • Maintain ITIL based support models that can be standardized across the PrescribeIT Vendors to manage support related issues
  • Maintain PrescribeIT support requirements as part of Vendors onboarding manuals to ensure operations requirements are addressed in the PrescribeIT documentation
  • Take the lead and provide technical and operational solutions to resolve escalated issues in a prompt and efficient manner
  • Monitors workflow and feedback responses from customers, management, and team members etc. to help identify, design, plan and implement improvement opportunities.
  • Provides leadership and guidance to team members, manage team performance; manage POS vendors to maintain and enhance service levels, identify future training requirements and achieve goals to increase performance
  • Lead vendor onboarding operations process integration discussion and implementation based on vendor onboarding manual
  • Review Vendors operations statistics to determine effectiveness and identify further training requirements or process improvements to ensure PrescribeIT is operating optimally
  • Contribute to long term planning of the team with respect to resourcing, procedures, training, tools and techniques, strategy and service definition
  • Build relationship with PrescribeIT service coordinator, vendors support managers and senior management to ensure the PrescribeIT Service is part of the equation when any changes or net new items are being planned or implemented
  • Focus on decreasing the number of PrescribeIT incidents by the various EMR and PMS vendors
  • Responds to inquiries from (Prescribers, Pharmacy Owners, and Pharmacists) and obtain the information required to drive PrescribeIT related issues to resolutions
  • Participate in operations management committee meetings (OMC) and provide status on open PrescribeIT issues
  • Develop and implement SOP’s processes
  • Lead or assist in operations integration with Jurisdictions including Operations Governance Model, operating agreement, operational processes and reporting

Education

  • Undergraduate Degree in a technical or engineering discipline or Computer Science or related field

Qualifications

  • This position requires an advanced level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with stakeholders in every day working relationships.
  • Strong understanding of, and experience with IT Service management including Incident and Problem management
  • Prior experience in Service Desk management
  • Candidate must be able to demonstrate resilience and a capacity to maintain a constructive attitude during high pressure situations
  • Strong understanding of, and experience in ITIL best practice, including process improvement
  • Experience leading vendors to support meeting a contractual service agreement
  • Adaptable to set and prioritize work with varying exceptions.
  • Excellent facilitation, influencing, organizational and communication skills
  • A desire to deliver excellent customer service
  • Computer skills to produce reports, documents and presentations.
  • Strong working knowledge and experience with support ticketing tools (JIRA /Confluence or a similar application), issue tracking, helpdesk, document management, requirement management tools
  • 5+ years’ experience with information technology service operations and delivery
  • Experience in both public and private sectors of healthcare technology a strong asset
  • Information Technology Infrastructure Library (ITIL) Certification is an asset
  • Experience with EMR and PMS workflow is an asset.
  • Demonstrates ability to analyze data, solve problems and to develop improvements
  • Proven experience working with Vendors, senior management leading and chairing meetings

If you're interested in the position, please submit your resume and a cover letter.

We thank you for your interest in this opportunity at Infoway however, only those applicants who most closely meet the qualifications for this position will be contacted.

Infoway provides accommodations for employees and applicants with disabilities.

Change Management SME

Posting Date: February 9, 2021
Position Title: Change Management Subject Matter Expert (SME)
Department: Engagement and Marketing
Report to: Senior Director, Stakeholder Engagement
Location: Toronto

Overview

Canada Health Infoway helps to improve the health of Canadians by working with partners to accelerate the development, adoption and effective use of digital health across Canada. Through our investments, we help deliver improved quality and access to care, and more efficient delivery of health services for patients and clinicians. Infoway is an independent, not-for-profit organization funded by the federal government.

Infoway also collaborates with technology industry partners and other Pan-Canadian Health Organizations (PCHOs) as required in fulfilling its mandate. Through the virtual care funding allocated by Health Canada, Infoway will execute the agreed upon workplan to maximize investments in virtual care solutions, improve interoperability, develop common national standards and help health care providers and users sustain & grow virtual care for the long term. Together with our jurisdictional, clinical, patient and industry partners, the investments we make today will form the foundation of tomorrow’s health care system.

Position Purpose

The pandemic has proven that virtual care is a “must-have.”

With the right focus, it will continue to play a significant role in improving care delivery in Canada and addressing health system challenges. As part of this effort, the Change Management SME position is required to strategically support and influence the execution of the identified projects within Infoway’s virtual care change program (i.e. clinician change management project and patient digital literacy project), ensuring best change management principles and practices are developed and effectively incorporated.

Working with the Business Leads and other project team members, the Change Management SME will support engagement with other PCHOs, patient advisory groups, clinicians / clinician associations and jurisdictions to lead and support the development and implementation of tools that will improve the virtual care experience for clinicians and improve the digital health literacy of patients, families and caregivers.

Major Responsibilities

Supporting the delivery of an integrated approach to change management, clinical engagement and adoption, and continuous quality improvement through the Change Program, its projects and activities:

  • Work closely with the Clinician Change and Patient Digital Literacy Business Leads as well as other project team members and participating external stakeholders to execute on Change Program and project objectives.
  • Provide subject matter expertise and support across these two projects with a major emphasis on clinician change aspects, including the development of a set of materials and tools that support the health workforce (i.e. multi-disciplinary healthcare providers, administrators, staff) to effectively adopt and use virtual care solutions; and to support patients, families and caregivers in the management of personal health information and use of digital health solutions, including virtual care.
  • Manage and coordinate activities as detailed within project plans and working with other internal and external stakeholders, ensuring stakeholder needs are met, such as through execution of an environmental scan and needs consultation; completion of a gap assessment; adaption/development of tools; and execution of a trial and evaluation process.
  • Lead select aspects of project plan and working groups as required, providing subject matter expertise in the development of Change Management and Knowledge Management components of the project.
  • Provide advice and subject matter expertise to participating stakeholders on change strategies and plans and provide feedback on major deliverables based on experience from other implementations.
  • To the extent project timelines permit, assess and monitor the effectiveness of change management activities and deliverables as aligned with project plans; track specified performance targets; identify problems and promote solutions.
  • Ensure development of effective approaches to knowledge management including capturing learning and sharing knowledge.
  • Evaluate opportunities to share learning across participating stakeholders and oversee the identification and delivery of content for toolkits and other knowledge sharing vehicles.
  • Monitor progress against objectives, identifying risks and opportunities and developing action plans around these in collaboration with internal and external stakeholders.

Education and Experience

  • Relevant Bachelors or Master’s degree in Health Administration, Health Information Sciences, Business or equivalent
  • Recognized change management or related certification
  • Regulated Health Professional Designation an asset
  • 10+ years strategic planning and change management experience, with at least 4 years being healthcare related
  • Experience leading and managing clinician change initiatives (or within healthcare delivery / clinical environments considering broader health workforce), including experience within adoption and use of digital health solutions and associated processes
  • Experience with project work, digital health solution implementation, evaluation and optimization

Knowledge, Skills and Competencies

  • Knowledge of key issues in Canada’s healthcare system.
  • Strong change management skills with confidence in ability to provide leadership and support to advance clinical adoption of virtual care solutions through effective change strategies, activities and tools.
  • Excellent assessment, analysis and synthesis skills as well as the ability to customize interventions to a variety of environments.
  • Superior relationship skills with the capacity to influence, as well as negotiation and problem-solving skills to resolve conflicting priorities.
  • Excellent facilitation and coordination skills to work with and manage diverse stakeholders to gain consensus and make progress against common objectives.
  • Strong verbal and written communication skills including the demonstrated ability to promote leading practices (i.e. through presentations and facilitation). Bilingualism (French and English) is an asset.
  • Results oriented and self-motivated, with the ability to manage multiple priorities simultaneously. Highly efficient and effective organization skills.
  • Knowledge of data and information management systems, particularly as related to virtual care solutions (i.e. video visits, telehealth / telehomecare, secure messaging).
  • If travel restrictions do not apply, ability to travel up to 10 - 15% of time

If you're interested in the position, please submit your resume and a cover letter.

We thank you for your interest in this opportunity at Infoway however, only those applicants who most closely meet the qualifications for this position will be contacted.

Infoway provides accommodations for employees and applicants with disabilities.

Manager, Prescriber Relations and Deployment

Posting Date: November 17, 2020
Position Title: Manager, Prescriber Relations & Deployment
Department: PrescribeIT
Reports to: Director, Prescriber Relations & Deployment
Location: Ontario

Overview

Canada Health Infoway is working to implement PrescribeIT, an EMR agnostic end to end e-prescribing service that enables prescribers (physicians and nurse practitioners) to electronically transmit a prescription from their EMR directly to a patient’s pharmacy of choice. This service is reducing the use of paper and faxed based prescriptions, enhancing patient safety and improving continuity of care, facilitating better health outcomes for Canadians.

Position Purpose

The Manager, Prescriber Relations & Deployment will be individually responsible growing the number of physicians using PrescribeIT. Key accountabilities include driving enrollments, deployments and utilization of PrescribeIT with physicians across the province. In doing so, you will lead the physician through many components of the customer journey, including prospecting, engagement, overcoming objections, contracting and deployment of PrescribeIT. This cycle will be repeated at an individual community practice level with hundreds of physicians, with the successful candidate becoming a key contributor to the department’s annual targets.

Major Responsibilities

  • Achieving annual targets – physician enrollment, deployment and utilization of PrescribeIT
  • Work closely with the PrescribeIT deployment team (internal and external) to ensure deployment commitments are met
  • Use Microsoft Dynamics 365 (CRM) to track progress and performance

Education

  • Bachelor’s degree

Qualifications

  • Minimum 2-5 years of community physician sales experience; proven track record of direct sales success
  • Highly developed verbal and written communication skills
  • Strong knowledge of community physician digital health solutions (EMR) and clinic operations

If you're interested in the position, please submit your resume and a cover letter.

We thank you for your interest in this opportunity at Infoway however, only those applicants who most closely meet the qualifications for this position will be contacted.

Infoway provides accommodations for employees and applicants with disabilities.

Solution Architect, PrescribeIT

Posting Date: January 26, 2021
Position Title: Solution Architect, PrescribeIT
Department: PrescribeIT
Report to: Director, Service Management and Operations
Location: Toronto

Overview 

Infoway helps to improve the health of Canadians by working with partners to accelerate the development, adoption and effective use of digital health across Canada. Through our investments, we help deliver improved quality and access to care, and more efficient delivery of health services for patients and clinicians. Infoway is an independent, not-for-profit organization funded by the federal government.

Infoway is working to deploy and further develop PrescribeIT, a single, end-to-end e-prescribing service that enables prescribers to electronically transmit a prescription to a patient’s pharmacy of choice. This service will reduce the use of paper prescriptions, enhance patient safety, improve continuity of care, optimize existing drug information system investments, and facilitate better health outcomes for Canadians.

Position Purpose

The Solution Architect will provide technical architecture expertise in the solution architecture, design, development, deployment and operational support of PrescribeIT program to be rolled out across Canada

Major Responsibilities

  • Reviews and approves technical deliverables as identified in the project statement of work
  • Lead or participate in architecture and design reviews and work package estimation reviews
  • Advise stakeholders on solution architecture, standards, and project delivery
  • Proactively look at opportunities to scale up solutions or add additional services
  • Proactively looks for areas of improvement within solutions, i.e. better release management, better performance, reporting, analytical capability etc.
  • Lead or contribute to requirement development and reviews, especially non functional requirements such as performance, privacy and security, maintainability, etc.
  • Contribute to development of solution test strategy
  • Develop and/or Approve project phase deliverables and funding/next phase gates with respect to solution architecture
  • Solution mentoring and due diligence of implementation projects across all Infoway investment activities
  • Ensures solution evolution and sustainability
  • Responsible for developing conceptual and detailed solution architecture for upcoming PrescribeIT functional requirements/opportunities
  • Provides guidance to provincial technical teams, vendor teams on PrescribeIT
  • Participates in regular meetings of project working committees to provide architectural expertise
  • Provides key technical insights, research, and expertise of proposed solutions, considering cost-effectiveness and alignment with Infoway’s acceptance criteria, technical and business strategy, and plans
  • Play an advisory and supporting role in the development of RFPs and/or the evaluation of vendor responses regarding technology and solution delivery
  • Manages the architectural review of project deliverables from solution vendors
  • Evaluates proposed detailed technical architecture and provides recommendations for changes or enhancements
  • Performs due diligence on readiness, capability, and proposed solutions for the jurisdictions
  • Reviews system configuration for proposed solution and its ability to meet required service levels for availability, performance, and scalability
  • Provide technical and architectural leadership as need for service operations, including incident management, root cause analysis and other support needs
  • Some hands-on coding, scripting, debugging or configuration of systems and solutions as required

Education

Undergraduate Degree in Computer Science/Engineering or related field

Qualifications

  • 10 years + experience working with large scale enterprise wide system architecture, solution design, development and deployment principles and practices
  • Knowledge and exprience of Healthcare related standards is a strong asset (HL7 FHIR, SNOMED, IHE, etc.)
  • Knowledge of Medication Management and ePrescribing standards and workflows is an strong asset (NCPDP, etc)
  • Cloud Architect experience and certification is an asset
  • More than 5 years of experience working with TOGAF or similar enterprise architecture frameworks is an asset
  • Knowledge of IAM and Consent standards and workflows is an asset (OAuth2, OIDC, SAML, FIDO, DIACC.)
  • Interpersonal skills to manage sponsor, stakeholder, and vendor relationships
  • Team skills to work within a collaborative multi-functional team
  • Strong communication skills with the ability to present complex information to a variety of internal and external audiences
  • Negotiation and problem-solving skills to work with multiple stakeholders, resolve conflicting priorities and ensure successful delivery of architectural goals and programs
  • Analytical skills to identify gaps and deficiencies and develop technical solutions

If you're interested in the position, please submit your resume and a cover letter.

We thank you for your interest in this opportunity at Infoway however, only those applicants who most closely meet the qualifications for this position will be contacted.

Infoway provides accommodations for employees and applicants with disabilities.

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