Lead Solutions Analyst - (Patient Pattern)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified

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 out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Position Summary

In this role, you will use your technical expertise to provide support for the EHR for Practice groups and Care Coach products, achieving Model of Care objectives. As the highest escalation point, you will help resolve cases by advising on next steps, determining long-term strategies, and involving relevant parties. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is critical to your success. Your focus is on providing an exceptional customer experience while handling a full range of complex technical queries and complaints. To do well in this role, you must be able to influence and support your team, directly or cross-functionally, to provide optimal solutions for customers.

Duties and Responsibilities

• Provide world-class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization of the application.
• 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.
• Facilitate the resolution of a full range of complex technical issues by way of research, log analysis, problem recreation, and working with other internal teams to deliver quality, high-satisfaction outcomes for our customers.
• 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.