Remote Healthcare Solutions Analyst (AI-Enabled SaaS)

OpenKrill; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Programs

Job summary

PointClickCare is seeking a Solutions Analyst to deliver and manage technical and integration interactions for patient care in long-term settings. You will be customer-facing, solution-oriented, and partner with product, engineering, and QA to resolve high-priority issues.

You will support clinical workflows, troubleshoot via logs, and document investigations thoroughly. The role requires weekday evening hours (EST) with potential overtime and travel for in-office events when applicable.

Qualifications

• Provide empathetic, high-quality support to clients using clinical SaaS applications.
• Develop deep expertise in cloud-based software to support clinical workflows.

Responsibilities

• Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
• Develop deep expertise in our 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.
• Consistently meet or exceed service delivery standards and KPIs.
• Accurately document customer interactions, investigative steps, and resolutions using our help desk system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts.

Skills

Empathy

SaaS support

Communication

Cross-functional

Technical aptitude

CRM platforms

Tools

Salesforce Service Cloud

Zendesk

Job description

PointClickCare is seeking a Solutions Analyst to deliver and manage technical and integration interactions for patient care in long-term settings. You will be customer-facing, solution-oriented, and partner with product, engineering, and QA to resolve high-priority issues.

You will support clinical workflows, troubleshoot via logs, and document investigations thoroughly. The role requires weekday evening hours (EST) with potential overtime and travel for in-office events when applicable.