Hire Learning: How PocketHealth fosters creativity at the office

Flexible dress codes, waterfront views and other perks of working at the cloud-based medical records startup.

When it comes to sharing vital information, Canada’s doctors are overdue for a tech upgrade. In Ontario alone, nearly 90 percent of physicians rely on fax machines to transmit patient records and other key documents, which can add as many as six extra hours to their admin duties per week. Even worse, just over a quarter of Canadians (27 percent) are able to access their own electronic health records, which is a huge problem for any patient trying to coordinate care between different institutions or providers.

Toronto-based PocketHealth has developed a cloud-based platform that provides a secure way for doctors to share sensitive medical data and supplies patients with appointment reminders and prep questions as well as lab results and vaccination records. “Our mission is [to create] a healthcare system where no patient ever falls through the cracks,” says co-founder and CEO Rishi Nayyar. So far, the platform has been deployed in more than 800 hospitals and imaging centres across North America and boasts upwards of 500,000 patients; in the wake of a successful $45-million Series-B raise earlier this year, PocketHealth is primed to accelerate its progress. Here, Nayyar offers a glimpse of what it looks like to be one of the 150-plus team members working to bring Canada’s medical records into the 21st century.

PocketHealth co-founder and CEO Rishi Nayyar.

What are the key things to know about working at PocketHealth?

One, we’re a startup, and two, we’re in healthcare. So for the startup side, a decision that was made last month might be scrapped this month because of changing needs. That can be very destabilizing for people who like to have a plan and run through it. The sand is always shifting beneath you, and you have to be OK with that. The upside is really rapid learning and growth. On the healthcare side, the work we do is high-impact. When things aren’t going well, we’re failing our patients and providers. We get inspiring messages, but the flip side of that coin is that it means higher stakes when things don’t work.

How would you pitch the company to a candidate?

We’re growing extremely quickly. With everything you do, you’ll have a direct impact on patients — and you’ll be able to see that impact within days of pushing code, often with feedback about those new features from patients. And it’s very rare to find that in combination with a company that’s consistently grown in value for the last nine years where you’re paid well and get equity. While it can be challenging, you can make a positive impact.

Remote, in-office, or hybrid?

We’re hybrid. We’ll have the team together in-office at least once a month, so the office is buzzing.

IRL conversations between team members spark creative problem-solving.

What helps foster creativity on your team?

One: Being in person, so you have those hallway conversations. Two: The execs, including myself, pushing people to challenge the underlying assumptions of their business area and encouraging any type of idea, I find that when people feel psychologically safe and like they’ll be rewarded for good, new, different ideas, they’re more likely to come up with, like, big reimaginings of how we do things.

What do you like about working out of MaRS Waterfront?

First of all, it’s beautiful — there’s so much light, there’s Sugar Beach. With the shuttle from Union Station, it’s convenient for all of our commuter colleagues. There’s parking right in the building that’s not terribly unaffordable as far as downtown Toronto prices go. And there’s a very curated selection of companies — I’m not beside a lawyer’s office or a dentist; I’m beside other companies that are trying to change the world and contribute to Canada’s innovation economy.

What’s your go-to coffee spot in the area?

I usually bring it from home. But if I forget, I’m going to Lazy Barista right in the MaRS Waterfront building.

One of the light-filled open spaces at the MaRS Waterfront building.

Any in-house perks?

We have catered lunches all the time. We throw a great summer party and a really fun holiday party. We work hard all year, and everyone needs to let off some steam come December.

What’s the dress code?

King Street chic — but no one really knows what that means. It’s purposely vague. There will be someone in a suit and someone else in a T-shirt and shorts, and everyone else is in between.

Can you tell us a bit about your hiring process?

We keep it pretty lean. We try to put as much information as possible up front in the posting. It’s typically just one interview, then a case study assignment and then a final executive screen.

Beyond skills and qualifications, what qualities do you look for in a candidate?

You need to be willing to grow rapidly, and as part of that rapid growth, you’re willing to sacrifice stability. That doesn’t mean longer hours, but it does mean your days are like roller coasters. A decision that was made last month might be scrapped this month because of changing needs. And we need people to have a really high — what we call it internally is a “give-a-s*** metre.” You have to really care; you can’t be neutral, like, “I don’t really care if I’m working at a dog walking app or a healthcare company.” You have to purposefully select this sort of work. It’s a lot of pressure and responsibility, and you have to be okay with that.

To find out about current opportunities at Canadian startups, check out the latest post about jobs in tech.

Photography: Kelvin Li