US - Sr Solutions Analyst (EHR Support)

At PointClickCare, our mission is simple: to help providers deliver exceptional care. We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software to provide an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.

Key Responsibilities:

• Provide timely and world-class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and re-routing to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Assist in selecting, training, and evaluating team staff
• Drive training, technical knowledge, and KCS adoption for the team and organization
• Enable others to exceed established service delivery guidelines and key performance indicators

Your Key Strengths:

• LTHC Industry and PCC Platform Experience (Preferred not required)
• 2-3 years working experience in a Customer Support, Help Desk Support, or Technical Customer Service role
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)

Additional Information: PointClickCare offers benefits starting from Day 1, including retirement plan matching, flexible paid time off, wellness support programs and resources, parental and caregiver leaves, fertility and adoption support, continuous development support program, employee assistance program, allyship and inclusion communities, employee recognition, and more.