[Hiring] Solutions Analyst @PointClickCare

Role Description

Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while troubleshooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is key to your success.

Reporting to the Manager, Customer Support.

Key Responsibilities

• Develop an in-depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities.
• Resolve customer issues via phone, email, chat, or remote sessions as a member of the Customer Support Department.
• Work effectively and professionally with other departments to resolve issues.
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud.
• Coordinate and execute internal, external, and/or internal/external meetings to resolve problems.
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS.
• Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary.

Qualifications

• Degree in Healthcare, IT, Engineering, Business Solutions (Preferred, not required).
• Excellent interpersonal, customer support, and problem-solving skills.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast-paced and high-demand environment.
• Strong communication, relationship management, and documentation skills.
• High degree of computer literacy and excellent typing skills.
• Experience providing web-based application software support.
• Prior long-term care experience working in a business office role.
• Prior experience using PointClickCare (Preferred, Not required).

Requirements

• $60,000 - $70,000 a year.
• At PointClickCare, base salary is one of the many components that make up our total rewards package.
• The US base salary range for this position is $60,000 to $70,000 + Performance based bonus, and full-time benefits.
• Our salary ranges are determined by job and level.
• Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location.
• Overtime Eligible.

Benefits

• Benefits starting from Day 1!
• Retirement Plan Matching.
• Flexible Paid Time Off.
• Wellness Support Programs and Resources.
• Parental & Caregiver Leaves.
• Fertility & Adoption Support.
• Continuous Development Support Program.
• Employee Assistance Program.
• Allyship and Inclusion Communities.
• Employee Recognition … and more!