Bilingual (English/French) Account Management Coordinator

Who We Are

Are you looking to further develop your career in the Healthcare industry with one of North America’s innovative healthcare providers? Our success is backed by enthusiastic people, ready to make a positive difference in the lives of over 10 million people through digital and enterprise health solutions. If you have a passion for providing compassionate, quality care or services to those in need, then a career with CloudMD might be what you are looking for!

CloudMD is transforming the delivery of healthcare using technology and by providing a patient-centric approach, with an emphasis on continuity of care. By leveraging healthcare technology, the Company is building one, connected platform that addresses all points of a patients healthcare journey and provides better access to care and improved outcomes. Through CloudMD’s proprietary technology, the Company delivers quality healthcare through a holistic offering including hybrid primary care clinics, specialist care, telemedicine, mental health support, healthcare navigation, educational resources, and artificial intelligence (AI).

Who You'll Work With

Reporting to the Director, Account Management. The Account Management Coordinator (AMC) will work with the sales and implementation teams to support the Account Management team, provide assistance to new  and existing clients under 100 lives, provide support and material building (powerpoint) and maintaining a strong relationship and growth of the business.

Will be responsible for managing a block of clients as well as broker relationships.

What You'll Be Doing

• Client Support: Assisting clients with inquiries, providing information, and resolving issues related to their programs. Understand their needs, respond to inquiries, and provide support and guidance throughout the contract. This could involve answering phone calls or emails, addressing concerns, and guiding clients through administrative processes
• Program Implementation: Assist clients in implementing programs. This involves gathering necessary information, entering in EAPexpert and Hubspot, coordinating with internal teams to set up the plan, and ensuring a seamless transition for the client. Provide awareness materials, guidance and support
• Support clients under 100 lives from start to finish. 
• Provide Admin assistance to offload tasks
• Program Administration: Collaborating with the account management team to ensure the smooth operation of Program. This includes coordinating with internal departments to ensure efficient administration and timely resolution of any issues
• Program Maintenance: Continuously monitor and review client accounts to ensure accurate and up-to-date information. Process changes, updates, and any relevant administration
• Employee counts: enter population counts in EAPexpert and Hubspot if applicable
• Documentation and Record-Keeping: Maintaining accurate records of client interactions, employee populations, and other relevant information
• Education: Assisting clients in understanding the details of their Programs, services included, eligibility, and any other relevant information
• Troubleshooting: Investigating and resolving issues related to service, billing, or any discrepancies. This requires working closely with internal teams to identify the root causes of problems and finding appropriate solutions
• Reporting and Analysis: Preparing reports and analyzing data related to plan utilization and client satisfaction. 

What You Need to Be Successful

• Fluent in French and English, both written and spoken
• Proven experience supporting sales teams or in a similar sales/customer service role
• Strong communication and interpersonal skills
• Excellent time management and organizational skills
• Demonstrated ability to work both independently and as part of a team

We thank everyone who is interested in our role. We'll reach out to candidates directly if we are interested in moving forward.

CloudMD is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status.

CloudMD is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing or otherwise participating in the recruitment process, please email recruiting@cloudmd.ca.

Protecting the safety and welfare of employees, clients, and patients that use our services is of utmost importance to us. For this reason, final applicants will be asked to undergo a background check.