Lead Solutions Analyst, Pointclickcare
Patient Pattern, West Coast
$74-80k
+ 10% performance-based bonus
Technology for long-term care providers
Be an early applicant
Technology for long-term care providers
1001+ employees
Be an early applicant
$74-80k
+ 10% performance-based bonus
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- 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
What the job involves
- 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
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 2000, PointClickCare is now one of the biggest names in care tech and its software is used by over 26,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company benefits
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
Company HQ
Mississauga, ON
Leadership
Mike Wessinger
(Executive Chair)Board Member at C100. Was appointed by the Ministry of Health to the Ontario Health Data Council.
Dave Wessinger
(CEO)Previously served as PointClickCare's COO.
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