Life at Kensington Health

Kensington Health is a not-for-profit, community-based model of specialized healthcare services that creates consistently better health outcomes by tirelessly pursuing the best ways to respond to unmet health needs within the communities served.

Kensington Health offers a diverse range of services including long-term care, hospice and community care, cancer screening, diagnostic imaging, ophthalmology, and eye tissue processing for transplants.

Kensington Health is deeply committed to being an inclusive place to work, live in and receive care. In addition, Kensington Health is home to the Mid-West Toronto Ontario Health Team Secretariat, and is affiliated with the University of Toronto, Faculty of Medicine.

The Application Support Specialist provides customer-service oriented digital support to solo and small group physician members of the Mid-West Toronto Family Practice Network. Hired and managed by Kensington Health, the role helps family practice offices adopt and optimize digital tools that improve practice operations, reduce administrative burden, support panel management, and enable better patient care.

Support may be virtual or in person. The Application Support Specialist works with physicians, clinic administrators, EMR vendors, OntarioMD, UHN Connected Care, Ontario Health and other partners to connect members with funded digital services, resolve implementation barriers, strengthen workflows, and support sustained adoption. The role may also support other MWT-OHT digital or primary care transformation work as needed.

• $71,370.00 - $85,644.00 commensurate with experience.

• 12-month contract.

Responsibilities:

• Provide responsive, professional customer service to solo and small group physician members of the Mid-West Toronto Family Practice Network and their office teams.

• Receive and triage requests for digital support, complete needs assessments, document service plans, and provide timely follow-up to members.

• Support the adoption and optimization of digital health tools, including Online Appointment Booking, eConsult, eReferral, HRM, Clinical Viewer/ConnectingOntario, OLIS, Ocean and other provincially funded or locally adopted solutions.

• Support family physicians and clinic teams in assessing and optimizing workflows to improve efficiency, access, reporting, and patient care.

• Assist family practice offices with panel management, roster clean-up, recall processes, EMR-based searches, flags, reminders and reports to identify patients requiring follow-up, screening, preventive care, other clinical/ administrative actions or workflow needs.

• Identify opportunities to improve provider experience and reduce administrative burden through digital workflow optimization and improved use of digital tools.

• Support practices with required reporting by identifying, extracting and preparing relevant data/reports from EMRs, including data required for provincial reporting requirements.

• Support the establishment and implementation of appropriate data-sharing agreements, EMR access arrangements and remote access processes to enable approved primary care supports to work effectively with participating practices, in accordance with privacy and information management requirements.

• Provide group and individual training, coaching, workshops and change management support / learning opportunities to physicians and clinic staff to improve confidence, uptake and sustained use of digital tools, EMR optimization, data quality, reporting, and other priority topics identified across member practices. Partner with OntarioMD, UHN Connected Care, Amplify Care, Ontario Health, vendors and other external partners to connect members with available digital health services and resolve implementation issues.

• Support participating practices in advancing digital maturity through workflow redesign, adoption of digital health solutions, quality improvement initiatives, and change management activities.

• Track service requests, support activities, member uptake, satisfaction, follow-up requirements and outcomes using an agreed documentation or dashboard process.

• Maintain strong privacy, confidentiality and information management practices when supporting practices with access to EMRs, patient information or clinic workflows.

• Prepare practical user guides, tip sheets, documentation, presentations and other materials to support member engagement and adoption.

• Represent Kensington Health professionally in external-facing interactions with physician members, clinic teams, vendors and health system partners.

• Maintain consistent practices across sites and support standardization of workflows and processes.

• Stay informed about provincial digital health developments and emerging tools and practices across other FPNs/OHTs. Support awareness, evaluation, and adoption of emerging digital health technologies, including AI-enabled documentation and workflow tools where appropriate.

• Work with the Digital team/Secretariat to monitor and report on digital adoption and the impact of digital tools across participating practices.

• Perform other related duties as required.

Required Skills and Abilities:

• Strong customer service orientation and ability to build trust with physicians, clinic administrators and external partners.

• Strong verbal and written communication skills, including the ability to explain technical concepts in clear, practical language for busy clinical office environments.

• Demonstrated ability to assess needs, ask effective questions, document issues and follow through to resolution.

• Well-organized with strong attention to detail and the ability to manage multiple member requests simultaneously.

• Ability to work independently, exercise initiative and escalate issues appropriately when additional expertise is required.

• Ability to provide training, coaching and change management support to adult learners with varying levels of digital comfort.

Required Knowledge and Experience:

• Experience working in primary care, family practice, health system innovation, digital health, clinic operations, medical administration, EMR support or a related profession

• Computer proficiency working with Microsoft Office applications and comfort using dashboards, ticketing tools, survey tools or CRM-style tracking systems

• Demonstrated knowledge and experience with HL7/FHIR including EMRs such as:

  • PS Suites

  • Accuro

  • Welch Allyn

  • FORUM

  • Oscar

  • Radiant

  • Merge

  • Endoworks

  • Webchart

  • Point Click Care.

  • Knowledge of provincially funded digital health tools and services used in Ontario primary care, including Online Appointment Booking, eConsult, eReferral, HRM, Clinical Viewer/ConnectingOntario and related services considered an asset.

• Knowledge of data-sharing, EMR access and information governance considered an asset.

• Knowledge of privacy, confidentiality and PHI handling expectations in health care and primary care office environments.

Required Professional Designation/Certificate:

• Minimum B.Sc. or BCs degree or 3 years of hands-on experience working in a Health Care setting