[Remote] Canada- Solutions Analyst (Clinical-EHR Support) at PointClickCare

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health TechIndustries

Requirements

Proven experience in SaaS-based customer and technical support environments, particularly within clinical environments
Comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools
Calm, methodical troubleshooting of simple to moderately complex system issues
Strong understanding of administrative workflows in long-term care and medical facilities
Availability to work weekdays from 11:30 AM to 8:00 PM EST, with occasional overtime, weekend, holiday, and on-call shifts (shift work required)
For hybrid roles: Reside within commutable distance to the office/location specified
For remote roles: Ability to travel to Mississauga and/or Salt Lake City office for in-office events (e.g., onboarding, team events, semi-annual/annual meetings)

Responsibilities

Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications
Develop deep expertise in cloud-based software to support clinical workflows and patient care in long-term care settings
Troubleshoot technical issues through log analysis, research, and problem recreation
Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution
Leverage and contribute to the internal knowledge base to improve support efficiency
Consistently meet or exceed service delivery standards and key performance indicators (KPIs)
Accurately document customer interactions, investigative steps, and resolutions using the help desk ticketing system

Skills

Key technologies and capabilities for this role

EHRClinical SupportHealthcare ITSolutions AnalysisCustomer SupportAI Tools

Questions & Answers

Common questions about this position

Is this role remote or hybrid, and what are the office expectations?

This is a hybrid role requiring residence within commutable distance to the specified office location, with expectations for weekly/bi-weekly/monthly in-office events with the team. Remote roles would require travel to Mississauga or Salt Lake City offices for events like onboarding and team meetings.

What shift times are required for this position?

Shift work is required, specifically 11:30 EST to 8:00 EST; ask the recruiter for more details on eligibility.

What skills and experience are required for the Solutions Analyst role?

Proven experience in SaaS-based customer and technical support environments, particularly in clinical environments, is required. Candidates need to deliver exceptional customer experiences, resolve technical queries for cloud-based healthcare applications, prioritize tasks, and perform calm, methodical troubleshooting independently or collaboratively.

What is the company culture like at PointClickCare?

PointClickCare is founder-led, privately held, and recognized by Forbes as a top private cloud company and one of Canada’s Most Admired Corporate Cultures, emphasizing flexibility, growth opportunities, meaningful work, innovation, and a human-first approach accelerated by AI.

What makes a strong candidate for this Solutions Analyst position?

A strong candidate has proven experience in SaaS customer and technical support in clinical environments, excels at resolving technical issues for cloud-based healthcare apps, troubleshoots methodically, and can prioritize tasks independently or collaboratively.

PointClickCare

Cloud-based EHR solutions for senior care

About PointClickCare

PointClickCare provides cloud-based software solutions specifically designed for the senior care sector, including skilled nursing facilities, senior living communities, and home health agencies. Its main product, Harmony, is an integrated care coordination platform that helps manage patient transitions from hospitals to post-acute care facilities. Harmony allows healthcare providers to exchange clinical data, which improves care coordination and patient outcomes by offering real-time insights and analytics. Unlike many competitors, PointClickCare's platform integrates with other healthcare systems, enhancing data exchange and interoperability. The company's goal is to improve operational efficiency and quality of care for senior care providers through its subscription-based model, which also includes training, support, and consulting services.

Mississauga, CanadaHeadquarters

2000Year Founded

$220MTotal Funding

GRANTCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Competitive financial rewards & equity potential

Comprehensive benefits available from day 1

Midweek mingles with free lunch

Wellness spending account

Retirement savings plan with employer match

Flexible PTO

Hybrid work models

Parental leave

Family planning support

Training & development programs

Corporate discounts program

Summer half-day Fridays

Health & wellness programs

Risks

Integration with Angel Care Medical may face inventory and billing challenges.

Real-time lab result integration with Sensiva Health raises data privacy concerns.

California network expansion may lead to increased regulatory scrutiny and compliance needs.

Differentiation

PointClickCare offers a comprehensive EHR platform for post-acute care providers.

Harmony platform improves patient transitions between acute and post-acute care facilities.

Largest post-acute care data cloud provides real-time insights for informed decision-making.

Upsides

Partnership with Kno2 enhances nationwide data exchange and interoperability.

Integration with FeelBetter optimizes workflows and increases efficiencies in medication management.

Mealtime Solutions streamlines dietary management, improving resident satisfaction and efficiency.

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