My Co-op Experience at Cortico as a HSCI student

ORGANIZATION PROFILE

Cortico is a medical clinic booking system that is focused on improving the delivery of healthcare. Cortico was founded in 2015 by Dr. Greg Baldwin and Clark Van Oyen when Dr. Baldwin reached out to Clark in hopes of enhancing his clinic’s technology. Together they created an online booking system that has been proven to improve the efficiency of the clinic and increase clinic profits. One way that Cortico does this is by reducing staff data entry time by allowing patients to book their own appointments while providing all necessary personal information. Cortico reduces the number of no-shows which is a large financial issue that many clinics encounter, by consistently sending email and SMS appointment reminders to patients. Cortico also has improved patients’ satisfaction with the delivery of their healthcare by connecting patients to doctors via video and phone calls. This feature has been even more essential during the pandemic as it allows patients to receive healthcare from the safety of their own homes. Cortico is paving the way in the delivery of healthcare for the future and is constantly working on releasing new features to further improve the software. Cortico’s success is currently being demonstrated by its use in over 100 clinics in and outside Canada.

As a customer success coordinator, I am a member of Cortico’s Customer Success Team, in which we are responsible for ensuring that all users, including doctors, MOAs, and patients, are happy with the product. On a day-to-day basis, my team answers any questions sent by clinics and provides the best solution for them. The Customer Success Team also responds to any booking errors submitted by patients and assists them with booking. When a new clinic joins Cortico, my team works with the clinic to smoothly transition to our booking software by creating the most optimal booking site for them and by offering lots of resources and support. This is done by communicating with the clinic to get a better understanding of their needs and goals to create a booking site that suits the clinic’s workflow. Overall, my team serves as the company’s connection to the customers as we are working most directly with them, so we understand the customer’s needs the best. Thus, the Customer Success Team also plays a large role in deciding which fixes should be made and deciding how they would affect customers’ experiences with Cortico.

RECRUITMENT PROCESS

The application package for this position was standard compared to other jobs as it required a resume and cover letter. Writing the cover letter was an exciting process as I was presented with the opportunity to research and learn more about Cortico. To do so, I reviewed the company’s website to get a better understanding of the company’s values and the software’s features. I looked for similar principles that the company and I both share, such as the goal of helping improve the lives of others. This also helped prepare me for my interview during which I felt quite confident talking about the company. In my cover letter, I made sure whenever discussing my work and volunteer experience, to relate it to how it makes me a suitable candidate for the position. For example, I connected my multi-tasking with high attention to detail skills gained from volunteering at a dental clinic to my position at Cortico. This is important for a cover letter for any job application as it shows the employer that you are qualified for the job. Simply listing out your past experiences without making meaningful connections to the position you’re applying for is meaningless.

The interview was enriching and insightful, as I was able to share my knowledge and experience with my supervisor. During the half-hour video interview, we discussed my previous work experiences, my understanding of Cortico, and what I believe my strengths are. Throughout the interview, I always tried to smoothly connect whatever I was discussing to the position, which I believe is one of the reasons why I was hired. For instance, as a customer success coordinator, I am responsible for troubleshooting issues reported by doctors and MOAs. In the interview, I explained that my experience of teaching different types of learners as a tutor will make me a suitable candidate to handle this responsibility. I also discussed my thoughts on the healthcare system and how I believe Cortico is improving it.

Overall, I believe I was hired because I was knowledgeable about the company and presented myself in the best way possible. I didn’t have any software experience before this position, but I connected the various work and volunteer experiences I had, as close to this position as possible. I also made it clear that I was eager to learn, which I believe contributed to my recruitment. If you’re someone without much experience in the technology world, but you have a strong desire to learn and grow, I’d advise you to apply for this job as you may have more to offer than you know.

PROJECTS/RESPONSIBILITIES

As a Customer Success Coordinator, I am responsible for ensuring that customers are happy and successful with using the product. This is completed by answering customers’ questions through emails and phone calls and troubleshooting any issues that arise. When I am contacted with an issue, my first task is to reproduce the issue to determine whether the issue is a user mistake or a problem that needs to be addressed on our end. If it is a user-related mistake, then I’ll provide clear, easy-to-follow instructions for the user to follow to resolve the issue. If the issue needs to be brought to the team, I’ll post a clear explanation of the issue with screenshots and details of the issue on Slack, to discuss the best solution for the customer and for all customers overall. This relates to one important responsibility of a Customer Success Coordinator, which is knowing when to triage urgent and important matters. During the beginning of my placement, I struggled with knowing when to bring something to the attention of the team. As with many others, it can feel daunting to step forward and present something, but I’ve become better at it with time. One rule of thumb is that if an issue is affecting the patient’s ability to book an appointment, then the case is urgent and needs to be resolved right away.

Usability testing is one of my favorite responsibilities as a Customer Success Coordinator. Before every feature is released to clinics, the Customer Success Team along with the Quality Assurance team tests out each feature to ensure that everything is working as it should. My responsibility is to make sure that the feature is easy to use for all users (doctors, MOAs, and patients), as I am working the most closely with them. If the feature is a new error message on the booking site, I’ll make sure that the message is easy to understand by any user and that the message appears at the appropriate place. I’ll also consider the size and color of the error message to make sure it’s user-friendly for users of all ages. User interface testing also provides me the opportunity to learn what the new upcoming updates are for the week. So, if and when customers have issues with the feature, I’ll have a better understanding of what the feature does and how to resolve any issues with it.

ACCOMPLISHMENTS

One accomplishment I’m proud of is my contribution to Cortico’s knowledge base which is Cortico’s resource page that contains articles describing different features of Cortico and steps on how to use them. Doctors, MOAs, and clinic managers use the onboarding articles when they first join Cortico and can use the knowledge base as another support resource in addition to my team, whenever they have questions. So far in my placement, I’ve updated and reorganized many old articles which include articles on the different Cortico settings. I’ve also written many new articles with step-by-step instructions on how to utilize features such as email reminders and video appointments. This has helped ease the onboarding process for many clinics as the knowledge base serves as an additional resource for support, which contributes to the company’s value of ensuring that Cortico is user-friendly and accessible for everyone.

SKILLS DEVELOPMENT

Critical thinking is an essential part of the Customer Success Coordinator, and it is one skill I’ve strengthened throughout my co-op placement. I’ve learned how to analyze customers’ reported issues to determine what they’re asking for and how to most effectively resolve the issue. I’ve improved my critical thinking skills in this aspect as I’ve learned how to offer proposals to clinics in relation to their Cortico booking site. One example is when a clinic wanted existing patients of new doctors to be able to sign up and book with the doctor at the clinic. The clinic proposed a solution for this case that didn’t fulfill their request, so I had to clearly explain to them that it would be more beneficial to them if I created a separate workflow for this new doctor. This is one of the many situations where I had to consider a request a clinic was making and verify whether it would address their concern. I applied my critical thinking skills, in this case, to ensure that the clinic was getting the correct solution and that their use of Cortico integrated smoothly with their workflow. This was also another case where the clinic’s proposed solution was incorrect, and I was responsible for gently teaching them why it wouldn’t work and redirecting them to my correct and carefully planned answer.

Another skill I’ve strengthened is my written and verbal communication skills. Prior to working at Cortico, my writing skills were strong, but could definitely be improved as with any skill. Now I believe that my writing skills have improved tremendously from having to consistently write clear and concise explanations for customers. Doctors and MOAs usually don’t have the time to read a long-detailed explanation, so I’ve adapted my writing skills to provide easy-to-follow written responses for them. I’ve done this by writing my emails in short bullet points and organizing them by topics, and even numbering the topics if I include several topics. I’ve also improved my verbal communication skills when teaching doctors and MOAs the various features of Cortico. During the first meeting we have with a new clinic, I am responsible for presenting the booking site and explaining the various aspects of it. I’ve improved my public speaking skills by doing this as it has allowed me to become a more confident and better communicator. Teaching the clinic staff how to use the different features has taught me how to speak more clearly and how to listen to others for more effective communication. Through having to present in these meetings, I’ve learned how to work with different learners and how to effectively teach each one.

EXPECTATIONS

Coming into this position, I understood that Cortico is focused on improving the healthcare system, but after joining the company, I found that the steps the team is taking to achieve this goal are much more planned out than I thought. Every week the team releases fix for any bugs and new features to improve the user experience. Each feature is taken into consideration before implementation and thoroughly planned, to ensure that it will benefit everyone. Months of pre-planning also take place to outline larger upcoming features that will improve Cortico and enhance the workflow of clinics. These features are planned through the feedback received from clinics and patients which shows how Cortico is improving the delivery of healthcare. One example of this is the payment feature, which was originally requested by several clinics. Cortico has implemented it in the software to allow patients to pre-pay for their appointments, reducing staff time spent on processing payments at clinics. Overall, I’ve learned that everyone in the company is always thinking of the best way to improve the healthcare system, whether they are Customer Success Team members or developers. Thus, working at Cortico has exceeded my expectations and I’m proud to be a part of a company that’s driven to improve the delivery of healthcare.

WORKPLACE CULTURE

Working remotely from home is quite different from working on a work site, but one thing I’ve appreciated about the company’s remote work culture is strong communication. Our team uses Slack to discuss any issues or topics and to share our work. I’ve found that using Slack has been an effective communication tool as I can easily access my co-workers for help. There are lots of team members working from different parts of the world, and in different time zones, so communicating through this online platform is very simple. We also have standup meetings every Monday and Wednesday which is when everyone gives updates on what they’re working on. I enjoy participating in the meetings as it provides me the opportunity to connect with my team while working at home. The Customer Success Team also has meetings on Wednesday afternoons where we discuss the clinics we’ve onboarded the past week and any important customer-related issues. It’s also a great way for me to connect with the team members I work most closely with while ensuring that I’m on the same pay for all issues related to my department.

Another aspect of the workplace culture I appreciate is the strong teamwork despite the fact that everyone is working remotely. Everyone is always willing to help each other out and work together to reach a goal. Whenever someone posts a question on Slack, the team is always willing to help right away. This ties in with strong communication within the company as everyone is respectful of others’ opinions. I believe that this plays a large part in why Cortico has been so successful, as the Customer Success Team is constantly working with the developers to make sure that the software is performing in the best possible way.

CAREER OBJECTIVES

My ideal career is a naturopathic doctor which is a doctor that uses natural remedies and therapies such as exercise and acupuncture, to treat their patients. This position will help strengthen my journey to becoming a naturopathic doctor as it has given me experience in communicating with other medical professionals. During onboarding meetings with new clinics, I’ve learned a lot about the workflows of many different medical clinics and experienced communicating with doctors and MOAs. As a member of the Customer Success Team, I’m also constantly learning about ways to improve the workflow of medical clinics, which is something I can utilize when working as a naturopathic doctor at a clinic in the future. One aspect I appreciate about working at Cortico is that they require all employees to set OKRs every month and to reflect on whether they’ve been achieved by the end of the month. This has given me the opportunity to see the importance of setting goals as it has helped me focus on things, I want to improve every month, and think about how I plan on achieving and measuring my success with them. Setting monthly goals is a tool I plan on taking with me in all my future academic and career endeavors as it will help direct me in achieving my dreams.

IMPACTS OF WORK TERM

An aspect of this work term that has most impacted me is the various skills that I have developed. Prior to this work term, I was taking a full-time load of courses and felt stuck in the regular routine of studying and doing coursework. I felt that I wasn’t being challenged out of my comfort zone which felt like I wasn’t improving any skills. After working at Cortico for a few months, I’ve definitely felt challenged which has allowed my problem-solving and communication skills to improve. This co-op placement has provided me the chance to develop these skills in a different setting than school and I’ll be able to apply them for the rest of my academic life and career.

CONCLUSION

Overall, Cortico is a company that has improved the workflow for all of their clinics and helped increased their profits, while also guiding them to provide the best healthcare for their patients. Cortico is continuously growing to improve healthcare in Canada and the rest of the world, and I am extremely proud to be a part of a company that values both the lives of medical professionals and patients. Through working at Cortico for several months, I’ve developed and acquired troubleshooting, communication, and critical thinking skills that I will utilize and apply to achieve my academic and career goals. I am grateful for the opportunity to work as a Customer Success Coordinator, and I am looking forward to further improving my performance for the remaining of my placement.