Solutions Analyst - (EHR Support, West Coast)

PointClickCare; United States; Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement Plan Matching

Flexible PTO

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support

Employee Assistance Program

Allyship & Inclusion Communities

Employee Recognition

Job summary

PointClickCare is hiring a Support Analyst on the Clinical team to deliver end-user support for a diverse customer base. You will be the first point of contact for technology-related issues and work to expand your technical skills while delivering outstanding service.

You will manage cases, build client relationships, and contribute to knowledge resources. This role requires flexibility to work 8am–8pm and may involve collaboration with remote teams and multiple offices.

Qualifications

• Degree or post-secondary education in Information Technology or a related technical field is preferred.
• Experience in a technical support position is an asset.
• MDS 3.0 expertise is a plus.
• MDS coordinator experience is an asset.

Responsibilities

• Provide timely and world class customer support to users via multiple channels.
• Manage incoming support cases by prioritizing based on severity and/or reroute to other departments as required.
• Take ownership and follow up on open cases which are unresolved.
• Build strong client relationships by following up with customers in a timely manner.
• Maintain knowledge articles for publishing on the support portal for customers to find FAQs.
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
• Support the department’s goals, objectives, and deliverables.
• Work shifts between 8am and 8pm as required.

Skills

AI tools exposure

Client relationship management

multitasking & prioritization

fast-paced environment

API & services knowledge

initiative & leadership

remote team collaboration

stakeholder management

MDS 3.0 Expertise

MDS Coordinator Experience

Education

IT degree or related field preferred

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.

Must be located in the US for Eligibility

About the Role

Our Support team provides end‑user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team.

Key Responsibilities

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re‑route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Your Key Strengths

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast‑paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post‑Secondary Education – Information Technology, or related technical field preferred
• Experience in a technical support position an asset
• MDS 3.0 Expertise
• MDS Coordinator Experience

Salary: $55,000 - $65,000 a year

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $55,000 - $65,000 - Performance based bonus and fulltime benefits.

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 US 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.

Overtime eligible.

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.

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