Solutions Analyst, Pointclickcare
US, Financial
$55-62k
Technology for long-term care providers
Be an early applicant
Technology for long-term care providers
1001+ employees
Be an early applicant
$55-62k
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- 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
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 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
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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