Senior Solutions Analyst – Clinical

🕒 September 25

🇺🇸 United States – Remote

💵 $60k - $68k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 with challenges relating to application administration, configuration, and utilization • Develop an in-depth understanding 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 new or updated content • Advocate and exemplify KCS methodologies • Exceed established service delivery guidelines and key performance indicators • 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 • Prioritize daily tasks and resolve customer problems independently or collaboratively

🎯 Requirements

• Seasoned Sr. Solutions Analyst with experience working with SaaS software • Understanding of business processes and practices within a long-term care or medical facility • Formalized approach to problem-solving • Excellent written and oral communication skills • Ability to multitask, prioritize, and manage customer expectations • Ability to quickly learn complicated 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 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 • Certification in RCA is an asset • Bachelor's Degree or post-secondary schooling is preferred • Ability to work rotating weekday shifts between 8am and 8pm EST, with occasional scheduled overtime on weekends and holidays

🏖️ 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 • Overtime eligible • In-office events, including onboarding, team events, and semi-annual and annual team meetings