Senior Solutions Analyst, Clinical

🕒 September 25

🇨🇦 Canada – Remote

💵 $60k - $68k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PointClickCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Secondary Market on 2022-03

Healthcare • Consulting • Healthcare Insurance

PointClickCare is a cloud-based software provider focused on improving care collaboration and financial health in the healthcare industry. The company offers a comprehensive platform that connects care teams with important data, allowing for seamless care transitions and better patient outcomes. By streamlining operations for skilled nursing facilities, senior living communities, and other healthcare providers, PointClickCare helps reduce inefficiencies, manage medication orders, ensure compliance, and improve financial performance. PointClickCare also fosters innovation and quality improvements in healthcare through integrated care coordination and actionable insights across data silos.

📋 Description

• Provide world-class customer support and successful outcomes for clients facing challenges with application administration, configuration, and utilization • Develop in-depth knowledge of cloud-based software supporting processes and patient care in long-term care facilities • Resolve complex technical issues through log analysis, research, or problem recreation • Work cross-functionally to deliver quality, satisfaction, and customer resolutions • Use and search the knowledge base and contribute high-quality content • Enhance, advocate, and exemplify KCS methodologies • Author and update knowledge-base content • Exceed established service delivery guidelines and KPIs • Mentor less experienced team members on SaaS troubleshooting, customer support best practices, and internal processes • Document problems, investigative steps, and resolutions via phone, email, chat, and web portal in the help desk ticketing system • Work rotating customer support shifts and occasional scheduled overtime as required • Report to the Sr Manager, Customer Support

🎯 Requirements

• Seasoned experience working with SaaS software • Understand business processes and practices within a long-term care or medical facility • Formalized approach to problem-solving; RCA certification is an asset • Excellent written and oral communication skills • Ability to multitask, prioritize, and manage customer expectations • Ability to quickly learn complex aspects of new software functionality, emerging products, and supporting systems • Patient, active listener, and detail-oriented • High level of customer focus and empathy • Prior experience using the PointClickCare application is required • Experience using/supporting PointClickCare • 1–2 years of practical experience supporting and troubleshooting web-based software applications • Experience using diagnostic tools to resolve customer issues • Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities • Bachelor's degree or post-secondary schooling preferred • Ability to work rotating weekday shifts between 8am and 8pm EST • Availability for occasional scheduled overtime on weekends and holidays • English proficiency implied by required written and oral communication; no language requirement explicitly stated

🏖️ 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 • In-office events including onboarding, team events, and semi-annual and annual team meetings; travel to and from the Mississauga and/or Salt Lake City office required for these events • Overtime eligibility

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