• Serve as Relationship manager and first point of client escalations • Client/vendor/landlord relationship management • Provide coaching for team members regarding procedures, lease interpretation, desktop audits and billing calculations • Responsible for ensuring that client(s) accounts are in full compliance with all internal and client specific policies and procedure • Reviewing abstracts and interpreting commercial lease documents (leases, amendments, subleases) • Resolution of rent and other landlord/tenant issues • Oversee subtenant account management, including the billing and collections of third-party tenant rents, review of the cash receipts posting reports and review of the monthly Delinquency Report • Coordinate invoicing to client(s) and collections as necessary • Document and share best practices, participate in efforts to strengthen internal controls and improve data quality • Support, exposure and leadership of other special projects as assigned by manager

Role Description Introduction to health sciences including models and concepts of health and wellness, illness and disease. Biological, psychobehavioural, socio-political and environmental determinants of health will be examined. Qualifications - Degree in Health Sciences or equivalent - Teaching experience at university level Requirements - Course Title: Determinants of Health - Course Code: HSS1101 - Section: O - Expected Enrolment: 150 - Number of credits: 3 - Work Hours: 39 - Hourly Rate: Enseignement / Teaching: $239.47 (2024-2025) - Course type: A - Posting type: Régulier / Regular - Language of instruction: Anglais | English - Competence in second language: Passive - Course Schedule: Jeudi | Thursday 19:00-22:00 - Instruction mode: Web conference, virtual Benefits - The academic year starts on September 1 and ends on August 31. - These rates do not include vacation pay nor statutory pay. - These rates will be applied until a new collective agreement is ratified. Retro will be paid after the ratification.

Role Description As a Sr. Associate, Client Success, you will play a critical role in supporting and managing a book of clients and working to engage leadership and clinical teams. The role will focus on working to seamlessly integrate eConsults into clinicians’ workflows, identify gaps in engagement, improve processes and help to deepen client relationships. - Own end to end implementation program initiatives across a variety of client segments. - Establish effective interpersonal relationships with all levels of clinic personnel, including primary care clinicians, support staff, practice managers, and organizational leadership (C-Suite level). - Promote an atmosphere that encourages enthusiasm and user participation in RubiconMD’s platform while creating a positive environment for sharing feedback and suggesting improvements. - Onboard end users to the platform, including raising awareness and excitement among clinicians and clinic staff and facilitating trainings. - Ensure client retention while engaging in contract renewal discussions. - Engage client leadership and develop rapport by conducting client meetings and providing regular communication to leadership. - Develop and implement clinician engagement initiatives to help foster a “culture of eConsults” amongst our clinic partners and drive sustained levels of platform utilization. - Provide insights and understanding that empower RubiconMD to create new engagement tactics to bring the most value to our users. - Serve as the voice of the user by sharing insights and feedback and partnering to drive solutions with internal product and development teams. - Support key Growth team members, assisting in creating deliverables and working within defined project plan timelines. - Work cross-functionally to complete daily work with internal teams, which includes: business development, account management, operations, analytics, product, legal, and finance. - 10% travel for training to client/clinic sites when travel is permitted, post-COVID. Qualifications - 2+ years of experience working in a client facing role including but not limited to: account management, consulting, clinician engagement, provider relations, clinician education, or practice transformation. - Understanding of best practice primary care workflows and value-based care initiatives. - Client-facing experience in consulting, clinical integration or transformation activities, account management, EMR workflow development or assisting providers with change management is preferred. - Experience conducting user experience research related to clinician engagement is a plus. - Proficiency with Microsoft Office and Google Suite. Requirements - Strategic Approach and Detailed Execution: sees and articulates big picture goals and takeaways, and can dive into the details to drive execution; documentation is already your best practice. - Planning and Organization: has a keen sense for prioritization from email habits to time management, to information juggle about stakeholders, teams, clients, and products. - Leadership: has the ability to drive alignment, action and deliver results when managing multiple stakeholders both internally and with the client; you are not afraid to make decisions and drive to resolution and next steps. - Facilitate and Train: exhibits strong presentation and public speaking skills and the ability to be clear, concise, and effective articulating clinical and technical information in 1:1 and packed room settings. - Entrepreneurial instinct: shows a bias towards action and has a natural drive to build, reflect, and iterate rapidly for the good of our clients and the company; you don’t miss a beat when clients change plans and are unphased by the constant evolution of internal processes. Benefits - Mission-focused career impacting change and measurably improving health outcomes for Medicare patients. - Paid vacation, sick time, and investment/retirement 401K match options. - Health insurance, vision, and dental benefits. - Opportunities for leadership development and continuing education stipends. - New centers and flexible work environments. - Opportunities for high levels of responsibility and rapid advancement. Company Description Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Role Description Modern Family Law is seeking a Client Success & Resolution Lead. The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm. This position serves as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints. The role acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care. As Modern Family Law continues to scale, this role will help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention. Client Issue Identification & Root Cause Analysis - Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction. - Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process. - Evaluate the holistic impact of client dissatisfaction, including financial impact, operational disruption, reputational risk, client retention concerns, and potential impact on attorney and staff performance. - Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences. - Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement. - Utilize client feedback, dispute data, Google reviews, and operational reporting to recommend process improvements that reduce future client friction. - Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm. Client Resolution & Operational Improvement - Serve as the primary point of contact for escalated client concerns and dispute-related matters. - Coordinate with legal teams, operational and leadership teams to investigate issues thoroughly and facilitate timely resolutions. - Manage resolution workflows and ensure professional, consistent, and proactive communication with clients throughout the process. - Implement standardized client experience and dispute resolution procedures across all offices to support consistency as the firm grows. - Provide leadership with recommendations related to client concerns, dispute trends, operational risks, and service improvement opportunities. - Support the development of centralized reporting Power BI dashboards and KPI tracking related to client satisfaction, disputes, and operational performance. What Success Looks Like - Reduction in formal client disputes, complaints, and billing-related escalations. - Improved client satisfaction scores, online review ratings, and overall client sentiment. - Reduction in write-offs, disputes, and attorney time spent managing escalations. - Increased percentage of client concerns resolved before escalation occurs. - Improved turnaround times for issue resolution and client follow-up. - Implementation of measurable operational and communication improvements based on dispute and client feedback data. - Establishment of scalable client experience standards and resolution processes across all Modern Family Law offices. Qualifications - Advanced Excel and data analysis skills. - Experience with Salesforce, case management, and workflow systems. - Strong financial understanding including retainers, billing structures, collections, and AR impact. - Experience interpreting operational and financial reporting. - Process mapping and root cause analysis capabilities. - Ability to build and maintain KPI dashboards and reporting tools. Requirements - High emotional intelligence and professionalism. - Conflict resolution and de-escalation expertise. - Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments. - Strong ownership mentality and accountability. - Critical thinking, sound judgment, and pattern recognition. - Ability to navigate emotionally sensitive situations with composure and professionalism. - Ability to thrive in a fast-paced and scaling organization. - Ability to be a proactive self-starter who understands how client experience, client communication, billing concerns, and operational follow-through support broader business objectives. - Strong judgment regarding confidentiality, client concerns, financial information, and sensitive business matters. - Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously. - Flexibility and ability to respond quickly and positively to shifting demands. - Ability to manage deadlines and shifting priorities in a fast-paced environment. Educational Background - Bachelor’s degree required in finance, business, communications, operations, or a related field. - MBA, advanced degree, or relevant certifications are preferred. - Certifications in conflict resolution, customer experience, or operations management are a plus. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Short Term & Long Term Disability - Training & Development - Eligible for Work From Anywhere after 6 months