(US)-Lead Solutions Analyst - (EHR Support)

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.

11am to 8pm EST shift

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.

• 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

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• 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

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Corp C- P2

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 [email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it.  If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] 

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.