Senior Solutions Analyst, Pointclickcare
TAM
$60-68k
+ 5% Bonus
More information about location
Healthcare software for smarter care delivery
Be an early applicant
Healthcare software for smarter care delivery
1001+ employees
Be an early applicant
$60-68k
+ 5% Bonus
More information about location
1001+ employees
Company mission
To help providers delivery exceptional care.
Role
Who you are
- Understand the business processes and practices within a long-term care or medical facility
- Formalized approach to problem-solving, certification in RCA an asset
- Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences
- Energized and motivated by a fast paced, dynamic, high demand working environment
- Demonstrated ability to multi-task, prioritize, and manage customer expectations
- Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them
- A patient and active listener who is detail-oriented
- High level of customer focus and empathy
- Prior experience using the PointClickCare application is required
- Experience using/supporting PointClickCare
- 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
- We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software
- Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions
- We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels
- To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers
- As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success
- Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization 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 complex technical issues by way of log analysis, research, or problem recreation
- Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers
- Effectively use and search the knowledge base, consistently contributing new or updated superior quality content
- Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content
- Works to frequently exceed established service delivery guidelines and key performance indicators
- Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes
- 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
- Be available to work rotating shifts between 8am to 8pm EST 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 1997, PointClickCare is now one of the biggest names in care tech and its software is used by over 30,000 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 HQ
Fashion District, Toronto, ON
Leadership
Dave Wessinger
(Co-Founder, CEO, CTO & President.)Dave co-founded PointClickCare in 1997.
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