Solutions Analyst, Acute and Payer General Support

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $58k - $63k / year

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Deliver and manage technical and integration interactions • Own challenging and interesting customer cases • Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications • Develop deep expertise in cloud-based software supporting clinical workflows and patient care in long-term care settings • Troubleshoot technical issues through log analysis, research, and problem recreation • Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution • Leverage and contribute to the internal knowledge base to improve support efficiency • Meet or exceed service delivery standards and KPIs • Document customer interactions, investigative steps, and resolutions in the help desk ticketing system • Solve technical issues internally and externally and maintain communication between both sides • Report to the Manager, Customer Support for technical support needs

🎯 Requirements

• Shift work required for eligibility • 1-2 years of SaaS support experience, Technical Support, and/or Operations Support experience • Understanding of clinical workflows in long-term care or medical facilities (preferred, not required) • Strong understanding of business workflows and processes within SaaS or enterprise applications • Proven problem-solving skills and ability to manage customer expectations • Excellent written and verbal communication skills • Comfortable in fast-paced, high-demand environments • Strong technical aptitude; detail-oriented, analytical, patient, and an active listener • Experience collaborating with cross-functional technical teams, including Product, Engineering, and QA • Experience supporting and troubleshooting web-based SaaS applications • Familiarity with diagnostic/observability tools and techniques (preferred) • Experience with CRM/help desk platforms such as Salesforce Service Cloud, Zendesk, or similar • Exposure to AI tools and desire to leverage them to enhance product management practices and product capabilities • Availability to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required

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