Senior Customer Onboarding Specialist – Ontario – Championing Digital Health Adoption at brighthush

Introduction

Welcome to brighthush, a trailblazer in the digital health landscape. Since our founding in 2010, we have been dedicated to transforming how clinics operate by harnessing the power of cloud‑based technology. Our flagship product, MYLE (Make Your Life Easy), is the first certified electronic medical record (EMR) solution in Canada, designed to streamline clinical workflows, enhance patient safety, and deliver measurable improvements in care quality.

As a Customer Onboarding Specialist, you will be at the forefront of this transformation. You will partner with clinics across Ontario, guiding them through the seamless adoption of MYLE and ensuring that every user—from clinicians to administrative staff—thrives in a modern, efficient environment. Your work will directly influence patient outcomes, clinic productivity, and the broader mission of brighthush to elevate healthcare delivery.

About brighthush

brighthush is more than a technology company; it is a movement toward a smarter, safer, and more accessible healthcare system. Our solutions empower clinics to replace legacy paper processes with intuitive, cloud‑based tools that reduce errors, cut costs, and free up valuable time for patient care.

With a culture rooted in transparency, collaboration, and continuous innovation, we attract top talent who are passionate about making a tangible difference. Our team is diverse, multidisciplinary, and driven by a shared purpose: to bring the best of technology to the front lines of medicine.

Why Join brighthush?

• Impactful Work: Your onboarding expertise will shape how clinics adopt MYLE, directly influencing patient safety and care quality.
• Professional Growth: We offer a structured learning path, mentorship programs, and opportunities to advance into product management, consulting, or leadership roles.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.
• Competitive Compensation: A comprehensive benefits package, including health insurance, RRSP contributions, and a generous paid time off policy.
• Work-Life Balance: Flexible remote work arrangements, a supportive wellness committee, and a focus on employee well‑being.

Role Overview

As a Customer Onboarding Specialist, you will serve as the primary liaison between brighthush and our clinic partners. Your responsibilities will span from initial needs assessment to post‑implementation support, ensuring a smooth transition to MYLE and sustained adoption.

Key Responsibilities

• Client Needs Analysis: Conduct comprehensive assessments to understand each clinic’s unique workflows, technology stack, and user requirements.
• Deployment Planning: Design and execute deployment roadmaps, coordinating with technical teams to provision infrastructure, configure integrations, and schedule rollout phases.
• Implementation & Configuration: Lead the technical setup of MYLE, including user provisioning, data migration, and interface customization.
• Training & Enablement: Develop and deliver tailored training programs—both virtual and in‑person—for clinicians, nurses, and administrative staff.
• Q&A & Support: Host live question‑and‑answer sessions, troubleshoot issues, and provide ongoing guidance to ensure optimal use of the platform.
• Documentation & Reporting: Create clear, concise project documentation, status reports, and post‑deployment reviews for internal stakeholders and clients.
• Process Improvement: Identify bottlenecks, recommend enhancements, and implement corrective actions to refine clinical workflows.
• Relationship Management: Build trust with clinic leadership, fostering long‑term partnerships and encouraging feedback for continuous improvement.

Essential Qualifications

• Post‑secondary education in health informatics, project management, or a related field (or equivalent professional experience).
• 2–3 years of hands‑on experience in project management, software deployment, or clinical technology implementation.
• Strong organizational skills with a proven ability to develop and adhere to detailed project plans.
• Exceptional customer service orientation, with a track record of delivering high‑quality support.
• Excellent interpersonal skills, capable of navigating complex emotions and building rapport with diverse stakeholders.
• Fluency in both French and English—verbal and written—ensuring effective communication across Ontario’s bilingual healthcare environment.

Preferred Qualifications

• Experience with cloud‑based EMR systems or healthcare IT solutions.
• Knowledge of Canadian healthcare regulations, privacy laws (PHIPA, PIPEDA), and data security best practices.
• Project management certifications (PMP, Prince2, or equivalent).
• Prior experience in a startup or high‑growth technology company.
• Multilingual abilities beyond French and English (e.g., Spanish, Mandarin).

Skills & Competencies

• Technical Acumen: Comfortable with cloud platforms, data migration, and integration tools.
• Analytical Thinking: Ability to dissect complex processes and propose actionable solutions.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Work effectively with cross‑functional teams—engineering, sales, support, and product.
• Customer‑Centric Mindset: Prioritize user experience and satisfaction in every interaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Onboarding Specialist, you will have access to:

• Structured mentorship from senior product managers and industry experts.
• Annual training allowance of $1,500 to pursue certifications, conferences, or courses.
• Internal mobility pathways to roles in product strategy, consulting, or technical leadership.
• Participation in innovation labs and hackathons to shape future product features.

Work Environment & Company Culture

Our culture is built on three pillars: transparency, collaboration, and innovation. We encourage open dialogue, celebrate successes, and learn from challenges together. Our remote‑first model offers flexibility, while regular in‑office meet‑ups foster team cohesion. The wellness committee organizes wellness challenges, mental health workshops, and social events to support holistic well‑being.

Compensation & Benefits

• Competitive Salary: Reflective of experience and market standards.
• Health & Dental Insurance: Comprehensive coverage from day one.
• RRSP Contribution: Company match to support long‑term financial planning.
• Paid Time Off: 3 weeks of vacation plus an additional week during the holiday season.
• Annual Training Allowance: $1,500 to support professional development.
• All‑IT Equipment Provided: Laptop, monitor, headset, and any additional gear needed.
• Internal Growth Opportunities: Promotions, lateral moves, and skill‑based career tracks.
• Wellness & Social Committee: Initiatives to foster team cohesion, mental health, and employee well‑being.
• Transparent Culture: Open communication channels, regular town halls, and feedback loops.

How to Apply

If you are passionate about driving digital health adoption, thrive in a collaborative environment, and are ready to make a real difference, we invite you to apply. Submit your resume and a brief cover letter outlining why you are the ideal fit for this role. Join brighthush and help shape the future of healthcare in Ontario and beyond.