Solutions Analyst – EHR Support

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $58k - $65k / year

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🚫👨‍🎓 No degree required

🦅 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

• Deliver exceptional customer experiences while resolving technical queries related to cloud-based healthcare applications • Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications • Develop deep expertise in cloud-based software to support 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 key performance indicators (KPIs) • Document customer interactions, investigative steps, and resolutions using the help desk ticketing system • Prioritize and resolve customer issues independently or collaboratively using various communication channels and tools

🎯 Requirements

• Proven experience in SaaS-based customer and technical support environments, particularly within clinical environments • 1-2 years previous work experience in a Customer Support Environment • Strong understanding of clinical workflows and business processes in long-term care or medical facilities • Demonstrated problem-solving skills and ability to manage customer expectations • Excellent written and verbal communication skills • Comfortable in fast-paced, high-demand environments • Quick learner with strong technical aptitude • Detail-oriented, analytical, patient, and an active listener • High level of customer focus and empathy • Experience collaborating with cross-functional technical teams • Experience supporting and troubleshooting web-based SaaS applications • Familiarity with diagnostic tools used to resolve customer issues • Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT) • Experience using Salesforce/Service Cloud or similar support platforms • Proven background in SaaS customer and technical support environments • Availability to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required • Prior experience with QuickMAR software preferred • LTHC Industry and PCC Platform Experience preferred, not required • Working knowledge of Nursing, Skilled Nursing, Home and Hospice preferred, not required • Degree or post-secondary education in Healthcare, Business Administration, or Information Technology preferred, not required • Previous work experience in Clinical Administration or HealthTech preferred but not required • Experience with Kibana and AppDynamics preferred but not 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

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