Sr Solutions Analyst - (Pharmacy)

PointClickCare; United States; Remote; USD 55,000 - 68,000; Full time

Job summary

Join a forward-thinking healthcare technology firm that empowers its employees and fosters a vibrant culture. In this role, you will provide exceptional support for cloud-based healthcare solutions, ensuring clients receive the best possible experience. Your ability to troubleshoot technical issues and communicate effectively will be key to your success. This dynamic environment offers opportunities for career advancement while making a meaningful impact on healthcare across North America. If you're energized by a fast-paced workplace and passionate about improving patient care, this position is perfect for you.

Benefits

Performance-based bonus

Overtime eligibility

Health benefits

Flexible work hours

Qualifications

• Experience in long-term care or medical facility processes.
• Ability to troubleshoot web-based software applications.
• Strong cross-functional collaboration with technical teams.

Responsibilities

• Provide exceptional customer support for cloud-based healthcare solutions.
• Resolve technical issues through log analysis and research.
• Document problems and solutions using the help desk ticketing system.

Skills

Problem-solving skills

Communication skills

Multi-tasking

Customer focus

Technical aptitude

Education

Bachelor's degree in Business Administration

Bachelor's degree in Healthcare

Bachelor's degree in IT

Tools

Salesforce

PointClickCare software

AppDynamics

Kibana

Rhapsody

API

Job description

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check outLife at PointClickCareand connect with us onGlassdoorandLinkedIn.

About the Role:

Your focus is on providing an exceptional customer experience while handling technical queries and providing solutions 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 simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.

Key Responsibilities:

• Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using 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 simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• 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 between 11AM to 8PMEST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.

Skills and Qualifications

• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast paced, dynamic, high demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with PointClickCare software is an asset
• Strong Cross Functional work experience with technical teams

Required Experience:

• Bachelor's degree in Business Administrations, Healthcare, Pharmaceuticals, IT (Preferred not required)
• Experience supporting and trouble-shooting web-based software applications.
• Preference for those with experience using diagnostic tools to help resolve customer issues.
• Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
• Prior experience using Sales Force/Service Cloud.
• Previous work experience in Pharmaceutical Administration HealthTech (Preferred not required)
• Proficient in troubleshooting complex technical issues and implementing effective solutions.
• Strong knowledge of software, hardware, and network systems
• Solid technical aptitude, including but not limited to:Databases, SQL, Stored ProceduresIntegrations, API, HL7Familiar with AppDynamics, Kibana, Rhapsody, Apigee (Preferred, not required)

$55,000 - $68,000 a year

US: AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is $55,000 +$68,000 + 5% Performance based bonus and benefits. Our salary ranges are determined byjob 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 experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.

Overtime Eligible

#LI-MG1

#LI-Remote

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.

When you apply for a position, your information is processed and stored with Lever, in accordance withLever’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.