Solutions Analyst (Acute and Payer-General Support)

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

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare - so it doesn't just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

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.

Shift work required for eligibility

Job Summary

As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues.

In Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.

Key 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 key performance indicators (KPIs).
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.

Your Key Strengths

• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment
• 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 the 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.
• Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA).
• Experience supporting and troubleshooting web-based SaaS applications.
• Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred).
• Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar).

#LI-MG1

#LI-Remote

Corp B - S2

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.