US-Solutions Analyst (Financial)

PointClickCare; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resource

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more!

Job summary

PointClickCare is seeking a dedicated Customer Support professional to handle technical queries for our cloud-based healthcare solutions. You will prioritize tasks, troubleshoot issues, and deliver timely resolutions through phone, email, chat, or remote sessions.

Reporting to the Manager, Customer Support, you will work with cross-functional teams to improve patient care workflows and stay current with product updates and AI capabilities in healthcare SaaS. The role is remote for North America.

Qualifications

• Healthcare/IT or related degree preferred but not required.
• Experience providing web-based application software support.
• Prior long-term care industry exposure beneficial.

Responsibilities

• Resolve customer issues via phone, email, chat or remote sessions.
• Develop in-depth understanding of Billing modules for Senior Living facilities.
• Coordinate with other departments to resolve problems promptly.
• Document problems in an online system and track status in Salesforce Service Cloud.
• Stay current with product releases, AI tools and healthcare SaaS trends.
• Available to work 8am–8pm weekdays, with occasional weekends/holidays.

Skills

Customer support

Problem solving

Multi-tasking

Strong communication

Typing skills

Web-based application support

Education

Healthcare IT or related degree

Tools

Salesforce Service Cloud

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.

*This position is remote for candidates living in North America.

Position Summary

Your focus is on providing an exceptional customer experience while handling 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 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. Reporting to the Manager, Customer Support.

Key Responsibilities

• Develop an in‑depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary

Your Key Strengths

• Degree in Healthcare, IT, Engineering, Business Solutions (Preferred, not required)
• Excellent interpersonal, customer support, and problem‑solving skills
• Demonstrated ability to multi‑task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
• Strong communication, relationship management and documentation skills
• High degree of computer literacy and excellent typing skills
• Experience providing web‑based application software support
• Prior long term care experience working in a business office role
• Prior experience using PointClickCare (Preferred, Not required)

$60,000 - $70,000 a year

US: 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 $60,000 to $70,000 + 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. Your recruiter can share more information about our total rewards package during the hiring process.

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.

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.