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.

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 current 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.
- As

📌 Business System Support Specialist (Toronto)
🏢 HearingLife Canada
📍 Toronto