(Canada)-Lead Solutions Analyst (EHR Support)

Position Overview

• Location Type: Not Specified
• Job Type: Full-Time
• Shift: 11 am to 8 pm EST required

PointClickCare is a leading North American healthcare technology platform focused on enabling meaningful care collaboration and real-time patient insights. With over 20 years of experience, the company aims to help create a world where providers and plans can confidently deliver frictionless care. PointClickCare has grown to over 2,200 employees impacting millions across North America. Recognized by Forbes as a top 100 private cloud company and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads in creating cloud-based healthcare software. The company offers a vibrant culture with opportunities for career advancement and impactful work in a dynamic environment.

Position Summary

In this role, you will leverage your technical expertise to provide support for EHR (Electronic Health Record) systems, specifically for Practice Groups and Care Coach products, to achieve Model of Care objectives. As the highest escalation point, you will resolve cases by advising on next steps, determining long-term strategies, and involving relevant parties. A strong understanding of administrative tasks and workflows within long-term care and medical facilities is crucial for success. The focus is on delivering an exceptional customer experience while managing a full range of complex technical queries and complaints. You will also influence and support your team, directly or cross-functionally, to provide optimal solutions for customers.

Key Responsibilities

• Provide world-class customer support and achieve successful outcomes for clients facing challenges with administration, configuration, and utilization of the application.
• Thoroughly document problems via phone, email, chat, and web portal, accurately recording issues, investigative steps, and resolutions using the help desk ticketing system.
• Facilitate the resolution of a full range of complex technical issues through research, log analysis, problem recreation, and collaboration with internal teams to deliver high-satisfaction outcomes.
• Mentor less experienced team members on troubleshooting SaaS products, technical knowledge, best practices, internal processes, and soft skills through formal knowledge transfers.
• Assist in selecting, training, and evaluating team staff.
• Drive training, technical knowledge, and KCS (Knowledge-Centered Service) adoption for the team and organization.
• Enable others to exceed established service delivery guidelines and key performance indicators.
• Provide EHR support for Practice Groups.
• Be available to work rotating shifts on weekdays, with occasional needs for scheduled overtime on weekends and holidays as determined by business needs.

Key Strengths

• Exemplary communication skills and demonstrable leadership qualities to influence others.
• Proven ability to manage customer expectations.
• Experience using diagnostic tools such as Kibana and App Dynamics.
• Excellent organizational skills.
• Strong understanding of business processes and practices within a long-term care or medical facility.
• Strong, demonstrable technical ability and understanding of SaaS systems.
• Formalized approach to problem-solving; certification in RCA (Root Cause Analysis) is an asset.
• Energized and motivated by a fast-paced, dynamic, high-demand working environment.
• 3-4 years of practical experience in a support role.