Remote (Canada)-Lead Solutions Analyst (EHR Support)

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 .

11am to 8pm EST shift required

Position Summary:

In this role you will use your technical expertise to provide support of the EHR for Practice groups and Care Coach products and achieving Model of Care objectives. As their highest escalation point you will help resolve cases by advising on next steps, determining long term strategies, and involving relevant parties.

As such, 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.

Key Responsibilities

• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization 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, working with other internal teams, to deliver quality, high satisfaction outcomes for our customers
• Mentor less experienced team members on trouble shooting 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 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 an occasional need for scheduled overtime on weekends and holidays as determined by business need

Key Strengths:

• Influence others with exemplary communication skills and demonstratable leadership qualities
• Proven ability to manage customer expectations
• Experience Using Diagnostic tools (Kibana and App Dynamics)
• Excellent organizational skills
• Strong understanding of business processes and practices within a long-term care or medical facility
• Strong, demonstratable technical ability and understanding of SaaS systems
• Formalized approach to problem-solving, certification in RCA an asset
• Energized and motivated by a fast paced, dynamic, high demand working environment
• 3-4 years practical experience supporting and trouble-shooting web-based software applications
• Experience using diagnostic tools
• Expertise in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
• Demonstrable experience in a leadership role

$74,000 - $80,000 a year

Canada: At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $70,000 - $80,000 + 10% performance-based bonus + benefits, overtime eligible.

Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

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Corp C- P2

Shift eligibility required 11-8EST

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 View email address on ca.talent.com should you require any accommodations.

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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.