Aboriginal Services Accreditation, Client Engagement Lead
Terms: Full-time permanent or contract with benefits
Location: Ottawa, Canada
Health Standards Organization (HSO) is searching for a client engagement minded professional who shares our passion for achieving quality health services for all. In Canada and around the world, we are building a bold and bright future for our enterprise and our clients. If you are looking for a challenge and seeking to be part of something larger than yourself, this position could be for you.
As the Client Engagement Lead in Canadian Accreditation, you will play a crucial role in the planning and delivery of quality improvement and performance to our clients. You will be responsible for the development and delivery of accreditation surveys, ensuring a deep understanding of clients’ needs and a firm grasp on the landscape of the assigned health or jurisdictional sectors. Client Engagement Leads will develop customized assessment manuals and client sector growth plans, localized by jurisdictional requirements, and guided by an understanding of governmental priorities. We are taking our client’s quality improvement journey beyond just the on-site survey by developing a variety of assessment services and methodologies and providing a variety of audit tools through our IT platform.
If you’re right for this role, you have a commitment to our bold vision and are ready to make a positive contribution to our new structure and new approach to accreditation services. You have superior critical thinking skills, and are a team player, comfortable with business concepts, and a willingness to develop new skills. The thought of using your stellar people skills and subject matter expertise to coach our clients through a broad array of questions and concerns leaves you energized and excited. Discovering solutions to meet their unique needs and guiding them toward success motivates and drives you. You understand that you are a key factor in the success of our client organizations, and as such, the opportunity to grow our reach makes your day, every day.
Let’s break it down. Your responsibilities include:
- Leading the refinement of an Aboriginal Accreditation Model, including the adaptation of quality and standard interpretation.
- Leading and enabling your team in the delivery of services to our clients. We need you to coach and mentor your team of associates on project management skills to survey planning, contract management, and other delegated duties.
- Identifying with clients and assessing their unique needs through an understanding of their culture, community, performance indicators, and the context of their organization.
- Developing and monitoring a business plan for growth in Aboriginal Services; and contributing to sales and marketing strategies, supported by the market development team.
- Staying on top of emerging trends, deepening corporate knowledge, and strategizing corporate initiatives in Aboriginal services.
- Building authentic and enduring relationships with staff, clients, partners, consultative, and operational committees; rallying them to contribute to your goals and success.
- Internal collaboration. You won’t be in this alone. The Canadian Accreditation and HSO teams are our – and your – greatest asset. Lean on our team’s goldmine of talent and expertise to strengthen you in your role.
- Contributing positively to the culture of our workplace by staying positive, engaged in the work you do and energized by the difference you’re making.
- Coaching. You’ll build meaningful relationships with new clients and strengthen existing ones, as you support them in their accreditation journey.
- Oversight of the architecture and negotiation of customized accreditation plans, including education needs, activation services, survey preparation and ongoing support.
- Always keeping the patient/client in mind. Your rigorous review of survey reports and subsequent client feedback is relied upon to strengthen the future of their healthcare services.
- Being a flexible team player. At times, you’ll take off your client services hat and switch gears to support the team wherever it is needed most.
You have a unique history. Does it include the education and experience listed below?
- Master’s degree in a related field, such as Healthcare, Social Work or Business Administration.
- Familiarity with Indigenous cultures and experience working with (or living in) Indigenous communities is required.
- 5+ years of progressive and varied experience in client services, organization and business development within the field of healthcare, or community and social services.
- Project Management experience.
- Team Management experience.
- Knowledge of the health care environment.
- Tried and tested assessment, analytical, and critical-thinking skills.
- Outstanding interpersonal skills. This is key. You’ll be interacting daily with our accreditation team and with our valued client organizations.
You’ll stand out if you…
- Are a healthcare, community or social services professional.
- Bilingual in English and French, or an Indigenous language.
- Are familiar with our Qmentum program and accreditation process.
- Are available for travel.
- Are not intimidated by research or report review.
Have what we’re looking for? We’d love to hear from you!
We are equal opportunity employer and are committed to the principles of Employment Equity. We encourage applications from all qualified applicants, including all genders, visible minorities, Indigenous persons, and persons with disabilities. We thank all applicants for their interest; only those selected for an interview will be contacted. Accommodations are available on request for candidates taking part in all aspects of the selection process.