Solutions Analyst - EHR Support (West Coast, Remote)

About PointClickCare

PointClickCare is a leading health technology company focused on empowering healthcare providers to deliver exceptional care. As a founder-led and privately held organization, we leverage the largest long-term and post-acute care dataset alongside a Marketplace with over 400 integrated partners, supporting more than 30,000 healthcare provider organizations nationwide. We invest substantially in research and development to foster innovation and offer our employees resources and opportunities to make a meaningful impact.

Our culture, recognized by Forbes as a top private cloud company and one of Canada’s Most Admired Corporate Cultures, provides flexibility and growth. We embrace AI tools to enhance creativity, productivity, and collaborative decision-making, integrating these technologies into daily workflows to improve outcomes. We emphasize continuous training and development to sustain innovation throughout the employee experience.

Role Summary

We are seeking a motivated Solutions Analyst to join our Clinical Support team, responsible for delivering exceptional end-user assistance across multiple technology platforms. This role acts as the first contact for a diverse range of technical inquiries and requires passionate engagement with customer service and technical problem-solving.

Primary Responsibilities

• Deliver prompt, high-quality customer support via multiple communication channels.
• Prioritize and manage incoming support tickets effectively based on issue severity and escalate to other teams when necessary.
• Take ownership of unresolved cases and ensure appropriate follow-up until closure.
• Build and sustain strong client relationships through timely follow-ups.
• Create and update knowledge base articles to assist customers via the support portal.
• Maintain accurate documentation of daily communications, transactions, problems, and resolutions in the CRM system.
• Contribute to departmental goals, objectives, and deliverables.
• Work flexible shifts within an 8:00 AM to 8:00 PM timeframe as needed.

Candidate Strengths and Qualifications

• Experience leveraging AI tools to enhance work quality and user interactions.
• Professionalism and confidence in handling customer interactions.
• Strong multitasking abilities with excellent organization, prioritization, and coordination skills.
• Thrives in fast-paced environments requiring critical thinking and efficient time management.
• Good understanding of APIs and service technologies.
• Initiative-taker who fosters a positive team environment built on trust and respect.
• Participates in process and operational improvements.
• Committed to ongoing learning and personal development.
• Innovative, proactive, accountable, and adaptable to change.
• Ability to work autonomously or collaboratively within a remote team.
• Capable of building effective relationships with internal and external stakeholders.
• Preferred education includes a degree or post-secondary credentials in Information Technology or a related technical field.
• Previous technical support experience is advantageous.
• Expertise with MDS 3.0 and experience as an MDS coordinator is desirable.

Additional Information and Terms

Location and Travel Requirements: Candidates must reside in the United States. For remote roles, periodic travel to the Mississauga and/or Salt Lake City offices will be required for onboarding and team events. Hybrid roles require living within commuting distance of specified offices with regular in-office attendance.

Working Hours: Shift work between 8 AM and 8 PM as required.

Salary: The annual base salary range is $55,000 to $65,000, supplemented by a performance-based bonus and comprehensive full-time benefits. The role is eligible for overtime compensation.

Benefits

• Retirement plan with company matching.
• Flexible paid time-off policies.
• Wellness programs and support resources.
• Parental and caregiver leave options.
• Support for fertility and adoption.
• Continuous learning and development opportunities.
• Employee assistance programs.
• Community initiatives focused on allyship and inclusion.
• Employee recognition programs.

Equal Opportunity and Hiring Practices

PointClickCare is committed to a discrimination-free workplace and encourages applications from individuals with disabilities. Accommodations are available throughout the hiring process upon request. Our hiring process incorporates AI tools to assist recruitment but final decisions are made by human evaluators. We are dedicated to protecting candidate information in compliance with privacy policies.

By accepting an offer, employees agree to adhere to information security policies to safeguard sensitive data.