Us- Sr. Solutions Analyst (Clinical)

Lever, Inc.; Oregon; Hybrid; USD 65,000 - 72,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst with SaaS experience to deliver exceptional customer support for cloud-based healthcare solutions. You will troubleshoot complex issues, document steps, and mentor teammates while balancing multiple tasks in a fast-paced environment.

You will report to the Sr Manager, Customer Support and collaborate across teams to continually improve service delivery and patient care workflows.

Qualifications

• Understand the business processes and practices within a long-term care or medical facility.
• Formal RCA certification is asset.
• Excellent communication, both written and oral.
• Ability to thrive in a fast-paced, high-demand environment.
• Ability to multi-task, prioritize, and manage customer expectations.
• Quickly learn more complicated software functionality and systems.
• Patient, active listener with attention to detail.
• High customer focus and empathy.
• Prior experience using PointClickCare.

Responsibilities

• Provide world-class customer support and drive successful outcomes for clients.
• Develop in-depth understanding of our cloud-based software for patient care.
• Facilitate resolution of complex technical issues via log analysis or problem recreation.
• Collaborate cross-functionally to deliver quality resolutions.
• Utilize and update knowledge base content; contribute new content.
• Mentor less experienced team members on troubleshooting SaaS products.
• Document problems clearly via phone, email, chat, and portal in ticketing system.
• Work rotating shifts between 8am-8pm EST with occasional overtime.

Skills

Care facility process knowledge

RCA certification asset

Excellent communication

Fast-paced environment

Multi-task and prioritize

Learn complex software

Active listening

Customer focus and empathy

PointClickCare experience

Education

Bachelor's degree or higher preferred

Job description

Recruitment Fraud Notice

PointClickCare is committed to providing a safe and secure recruitment experience for all candidates.

We are aware of fraudulent recruitment activities in which individuals may falsely claim to represent PointClickCare, advertise fake job opportunities, or request personal or financial information.

Please be aware that:

• All PointClickCare employment opportunities are posted on our official careers website.
• PointClickCare will never ask candidates to pay fees, purchase equipment, transfer money, or provide banking information during the recruiting process.
• Our recruiters communicate through official PointClickCare email addresses.
• Employment offers are only made following a formal interview and selection process.
• As part of our commitment to hiring security, candidates may be asked to verify their identity during the interview and onboarding process.

Protect your information. If something feels suspicious, verify it before proceeding.

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.

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.

Position Summary:

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex 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 complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.

Reporting to the Sr Manager, Customer Support

Key Duties and Responsibilities

• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization 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 complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.
• Works to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes.
• 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 rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Skills and Qualifications:

• Understand the business processes and practices within a long-term care or medical facility.
• Formalized approach to problem-solving, certification in RCA an asset .
• Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.
• Energized and motivated by a fast paced, dynamic, high demand working environment.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations.
• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.
• A patient and active listener who is detail-oriented.
• High level of customer focus and empathy.
• Prior experience using the PointClickCare application is required.

Required Experience

• Experience using/supporting PointClickCare
• 1-2 years practical experience supporting and trouble-shooting web-based software applications
• Experience using diagnostic tools to help resolve customer issues
• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
• Bachelors Degree or post-secondary schooling is preferred

$65,000 - $72,000 a year

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is

$65000- $72,000

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 USlocations. 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

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.