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 Client Service Coordinator (CSC) serves as the primary point of contact for clients submitting data to health-related reporting systems and clinical registries. The CSC facilitates timely, accurate data submissions, provides direct client support and education, and collaborates with interdisciplinary teams to ensure data quality and system functionality. This role supports system changes, quality assurance activities, and contributes to the development of client resources and operational procedures.

What you'll do

•Act as the first point of contact for external clients regarding data submission, access and operational queries related to Discharge Abstract Database (DAD) and National Ambulatory Care Reporting System (NACRS) products and services
• Provide direct client support, including troubleshooting, responding to inquiries, and coordinating with subject matter experts to resolve issues promptly.
• Monitor data submission completeness and quality; follow up with clients to ensure timely and accurate data delivery.
• Support system updates and changes, including reviewing specifications, coordinating user acceptance testing, and liaising with IT teams.
• Develop, maintain, and update standard operating procedures, technical documentation, and client education materials.
• Deliver training and educational sessions to clients on data submission processes and system usage.
• Assist with quality assurance activities such as data verification, error identification, and report generation for internal and external stakeholders.
• Maintain client contact information and manage communication distribution lists using CRM systems.
• Support program activities including stakeholder meetings, annual data releases, and special projects as required.

What you'll bring to the table

• Undergraduate degree in Health Services Management, Health Information Management, Information Technology or related field, or equivalent combination of education and related experience.
• 1-3 years of experience in client service, data management, or project coordination within a healthcare or information management environment.
• Experience with data quality assurance, system testing, and process improvement initiatives.
• Strong proficiency in Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint; experience with MS Access, Visio, or CRM systems is an asset.
• Excellent written and verbal communication skills.
• Outstanding organizational skills, attention to detail, and ability to manage multiple priorities effectively.
• Strong problem-solving skills and ability to work collaboratively in a matrix team environment.
• Knowledge of healthcare systems, clinical registries, and medical terminology is an asset.

Additional Requirements

• Primary locations: Toronto or Ottawa.
• Must comply with all CIHI workplace policies, including privacy and confidentiality.
• Fluency in English is required, bilingualism in both official languages is an asset.

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.

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.

Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).

Data Privacy and Record Retention Notice

In accordance with Ontario’s legislation, CIHI is required to retain copies of this job posting and all associated application materials for a minimum of three (3) years from the date the posting is removed from public view.

By submitting your application, you acknowledge that your personal information and application data will be stored securely in our systems for this mandatory retention period to ensure compliance with provincial employment standards.