Who we are

We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• HOOPP Pension Plan (Defined Benefits Pension)
• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Career Planning Program
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?

The Coordinator, Education plays a key role in delivering CIHI’s Education program and supporting learners in accessing the learning content they need. This role will support the department’s externally facing client interactions and will support activities to increase awareness, engagement and growth of the Education department.

What you'll do

1. Monitors the Education mailbox and responds to all queries in a timely, professional manner. When required, works with content experts, to investigate and resolve client questions or concerns.

2. Escalates recurring client support issues and commonly asked questions and collaborates with internal stakeholders to develop standard approaches or responses. Ensures these standards are documented and available to the larger team. Updates documentation as needed.

3. Facilitates discussions with various content expert groups to collect information and develop a schedule for live web conference delivery. Negotiates with various groups to resolve scheduling conflicts.

4. Creates, tests and hosts live web conference sessions in LMS and web conference platforms, assists with resolving issues as needed. Provides support to the instructor and attendees before and during live sessions.

5. Serves as the main point of contact for CIHI’s IT team and web conference platform provider to support technical and business needs (e.g., software upgrades, investigating integration or security issues).

6. Works closely with internal stakeholders to include and maintain various learning product types in the LMS and validate that set-up meets established standards and requirements.

7. Reviews all new and updated products from a user perspective to ensure accurate product functioning, before product is published. Collaborates with internal stakeholders to make corrections and resolve issues. Publishes the product in the LMS.

8. Monitors enrollments for instructor-led courses on a regular basis. Using established templates, creates content and coordinates eMarketing activities to promote upcoming sessions. Works collaboratively to identify other promotional opportunities, when needed.

9. Assists with education development projects. This includes coordinating the flow of files between individuals; monitoring timelines; identifying potential project risks and ensuring accurate documentation of final files.

10. Corrects/updates LMS fields and learner records to help ensure accurate and up-to-date information in the LMS.

11. Supports the maintenance of the Education SharePoint sites, ensuring they are kept up-to-date and organized. Looks for opportunities to establish consistent approaches across sites.

12. Supports departmental and corporate projects as required.

What you'll bring to the table

• Undergraduate degree in communications, marketing, education, business administration or other relevant field Equivalent education and experience may be considered.

• One to three years of recent and related experience in a client support role, with demonstrated skills in problem-solving, critical thinking and conflict resolution.

• Excellent written and verbal communication skills.

• Proficient experience in web conference administration and hosting. Knowledge of Adobe Connect is preferred.

• Experience coordinating projects that involve multiple team members and have firm timelines.

• Familiar with a Learning Management System (LMS) software application and web conferencing platforms (adobe connect, teams events)

• Familiar with project management principles is an asset.

• Experience, or familiarity working as a LMS administrator is an asset.

• Experience using MS tools (Word, Excel, PowerPoint, Teams, SharePoint).

• Fluency in English is required, bilingualism in both official languages is preferred.

Closing Statement

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

As part of CIHI’s applicant screening process, we complete a comprehensive pre-employment background check for all potential hires. This includes a criminal record check, credit report, social media, and education verification.

Employment Equity

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.