Canada - Sr. Solutions Analyst (Clinical)

Lever, Inc.; Canada; Remote; CAD 65,000 - 72,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for cloud-based healthcare SaaS solutions. You will manage complex technical queries, prioritize tasks, and maintain calm under pressure while understanding workflows in long-term care facilities.

You will mentor peers, document issues, and collaborate with cross-functional teams to exceed service standards. The role reports to the Sr Manager, Customer Support and requires flexibility for shifts in

Qualifications

• Understand the business processes within long-term care or medical facilities.
• Certification in RCA is an asset.
• Excellent written and verbal communication with ability to convey complex concepts.

Responsibilities

• Provide world class customer support for SaaS healthcare solutions, addressing administration, configuration and utilization issues.
• Develop in-depth understanding of cloud-based software to support patient care workflows.
• Diagnose and resolve complex technical issues via log analysis, research or reproduction.
• Collaborate cross-functionally to deliver quality outcomes and customer satisfaction.
• Search and contribute to knowledge bases, improving content quality.
• Mentor junior team members in SaaS troubleshooting and processes.
• Document issues thoroughly via phone, email, chat and ticketing system.
• Be available for rotating shifts 8am–8pm EST with overtime as needed.

Skills

Understand long-term care workflows

RCA certified (asset)

Excellent communication

Adaptability in fast-paced SaaS

Multi-tasking & prioritization

Learn complex software quickly

Active listening with detail

Customer focus & empathy

PointClickCare experience

Education

Bachelor's degree or equivalent

Tools

PointClickCare

Job description

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Position Summary

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success. Reporting to the Sr Manager, Customer Support

Key Duties and Responsibilities

• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application.
• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities.
• Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.
• Works to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes.
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system.
• Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Skills and Qualifications

• Understand the business processes and practices within a long-term care or medical facility.
• Formalized approach to problem-solving, certification in RCA an asset .
• Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.
• Energized and motivated by a fast paced, dynamic, high demand working environment.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations.
• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.
• A patient and active listener who is detail-oriented.
• High level of customer focus and empathy.
• Prior experience using the PointClickCare application is required.

Required Experience

• Experience using/supporting PointClickCare
• 1-2 years practical experience supporting and trouble-shooting web-based software applications
• Experience using diagnostic tools to help resolve customer issues
• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
• Bachelors Degree or post-secondary schooling is preferred

$65,000 - $72,000 a year

$65000- $72,000

Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

Overtime Eligible

#Remote

#MG-LI1

#Canada

PointClickCare Benefits & Perks

• 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 … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [e-mail]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.