Job Description

Employment Type: Full-Time

Position Overview

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading, founder-led, and privately held health tech company, we empower our employees to push boundaries, innovate, and shape the future of healthcare. Our platform serves over 30,000 provider organizations, impacting millions of lives with the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners. We reinvest significantly in research and development, providing our employees with 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, PointClickCare offers flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter, human-first healthcare future, accelerated by AI. Employees leverage AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration, improving outcomes, and maximizing individual impact. Our hiring practices focus on uncovering AI expertise, and we continuously invest in training and development to nurture innovation.

Join us in redefining healthcare to ensure it thrives.

To learn more about PointClickCare, explore Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Job Summary

In this role, you will utilize your technical expertise to provide support for 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 will be on providing an exceptional customer experience while handling a full range of complex technical queries and complaints. Success in this role requires influencing and supporting your team, directly or cross-functionally, to deliver optimal solutions for customers.

Key Duties and Responsibilities

• Provide world-class customer support, demonstrating focus and empathy to clients experiencing issues with application administration, configuration, and usage.
• 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 simple to moderately complex technical issues through log analysis, research, or problem recreation.
• Collaborate cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, occasionally contributing new or updated content.
• Meet or exceed established service delivery guidelines and key performance indicators.
• Enhance, advocate, and exemplify KCS methodologies, in addition to authoring and updating knowledge base content.
• Be available to work rotating shifts between 8 am to 8 pm EST on weekdays, with occasional scheduled overtime for weekends, holidays, and on-call duties as determined by business needs.

Your Key Strengths

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience.
• Understanding of business processes and practices within a long-term care or medical facility.
• Strong, demonstrable problem-solving skills.
• Excellent communication skills, both written and oral.
• Energized and motivated by a fast-paced, dynamic, high-demand working environment.
• Demonstrated ability to multi-task and prioritize.

Company Information

At PointClickCare, we are a leading health tech company dedicated to helping providers deliver exceptional care. We are founder-led, privately held, and committed to innovation. Our platform serves over 30,000 provider organizations, leveraging the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners. We are recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures. We foster a culture that empowers employees, encourages innovation, and invests in research and development to create meaningful, lasting change in healthcare. We actively integrate AI to enhance creativity, productivity, and decision-making, ensuring our employees have the skills and resources to thrive.

Application Instructions

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