Homeoffice (US) Solutions Analyst - (Financial) bei Pointclickcare

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have 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, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

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.

•Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application

•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 by way of log analysis, research, or problem recreation

•Work 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 knowledgebase content

•Be available to work rotating shifts between 8am to 8pm EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need 

•Understand the business processes and practices within a long-term care or medical facility

•Strong, demonstrable problem-solving skills

•Excellent communication skills, written and oral

•Energized and motivated by a fast paced, dynamic, high demand working environment

•Demonstrated ability to multi-task, prioritize, and manage customer expectations

•A quick learner with acumen for software and technology 

•A patient and active listener who is detail-oriented

•High level of customer focus and empathy

•Familiarity with PointClickCare SaaS tools and Domain knowledge is a plus

•1-2 years practical experience supporting and trouble-shooting web-based software applications

•Experience using diagnostic tools to help resolve customer issues

•Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities

•Bachelors Degree or post-secondary schooling is preferred