Business System Support Specialist

Scope:

Reporting to the Information Technology Director, the Business Systems Support Specialist plays a key role in enhancing and streamlining administrative processes for clinic users through our Order Management System (Blueprint). This role supports critical departmental initiatives, such as improving pricing validation, modernizing clinic forms, enhancing both client and employee experiences, and optimizing administrative workflows within Blueprint. The Business Systems Support Specialist works closely with teams across head office departments, contributing to cross-functional projects that uphold the organization’s commitment to service excellence and operational efficiency. 

Success Criteria: 

• Maintain an accurate catalogue of products, services, and fees across all regions 
• Ensure private and third-party pricing is correctly configured across systems, forms, and SOPs, 
• Support seamless clinic setups, changes, and acquisitions through accurate system configuration, testing, and data maintenance 
• Resolve tickets in timely manner that is satisfactory to the requester

Responsibilities

Catalogue Management & Pricing Governance: 

• Maintain and update the catalogue of hearing aids, services, supplies, and accessories, ensuring accuracy in pricing, markups, and cost-of-goods 
• Standardize product naming conventions and pricing across all regions to ensure consistency and eliminate discrepancies. 
• Regularly monitor and update repair and service fees for both private pay and third-party billing to ensure accuracy and alignment with current policies. 
• Coordinate hearing aid price updates between manufacturers and OMS technicians to ensure timely and accurate implementation. 
• Collaborate with internal teams to implement private and third-party insurer pricing changes, ensuring consistency across reference materials and standard operating procedures. 

Forms Management: 

• Update and optimize clinic invoice templates, client/clinical/physician forms, and audiological reports in Blueprint. 
• Audit, update, and maintain third-party forms configured in Blueprint to ensure accuracy and accessibility. 
• Work closely with cross-functional teams to ensure forms are aligned with evolving operational requirements and process changes. 
• Clinic Setup (Greenfields, Closures, Consolidations, Acquisitions): 
• Support the setup of new clinics and manage updates to existing clinic configurations to ensure seamless operational integration. 
• Maintain records for clinic renaming, relocation, closures, and rebrands, ensuring necessary updates are completed accordingly.  
• Collaborate with Systems Development Coordinator on system testing, validation and configuration for Acquisitions and Data Migrations. 
• Support amalgamation-related updates at the beginning of each year

Setup Menu Administration: 

• Conduct regular cleanup of setup menus to ensure efficiency and data accuracy. 
• Manage configurations for new insurers, discount reasons, journal entry types, and other administrative categories in Blueprint. 
• Oversee setup menu elements related to events and user administration, including HP signatures and audiometer calibration certificates ensuring proper configuration. 
• Facilitate transfer of appointments when a hearing professional departs or transfers between clinics.

System Optimization: 

• Collaborate cross-departmentally and with Field Teams regarding system gaps, solutions, and implications on operations, in coordination with the Systems Development Coordinator 
• Proactively identify opportunities to reduce administrative load within the field through feedback collection and Go Gemba clinic visits. 
• Implement and maintain enhancements to the pricing validation spreadsheet.

Ticket Resolution: 

• Address Freshdesk tickets related to pricing discrepancies, product additions, and Blueprint-related issues in a timely and efficient manner. 
• Provide technical support and solutions to frontline Customer Service as needed. 
• Assist with issues and enhancements related to forms and system functionality. 
• Assist our IT team in the resolution of broken connections between our audiology software and our order management system (NOAH-Blueprint integrations).

Knowledge & Skills:

• Understanding of clinic management and audiology systems (e.g., Blueprint, NOAH integrations). 
• High attention to detail with strong data validation and auditing capabilities. 
• Proficiency in Excel or similar tools for pricing validation and analysis

Education & Experience: 

• College degree or diploma in a related field, or equivalent combination of education and relevant experience 
• 3+ years of experience in a technical support or quality assurance role, supporting systems, applications, or end users 
• Blueprint experience required 
• Experience with third-party insurer billing preferred 
• Experience with ticketing systems preferred (e.g., Freshdesk) 

Working Conditions:

• Hybrid work environment 
• Two days minimum in North York Office (HQ) 

Required Behaviours: 

The ideal candidate for this role has alignment with our Demant Values: 

• We create trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises. 
• We are team players – We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals. 
• We create innovative solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness. 
• We apply a can-do-attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act. 

Key Competencies:

• Passionate
• Self-starter
• Personal organization
• Results-Driven
• Disciplined
• Works with a sense of urgency  

Accommodations: