Lead Solutions Analyst

Summary

Join PointClickCare as an EHR Support Specialist and leverage your technical expertise to provide exceptional customer support for Practice groups and Care Coach products. You will serve as the highest escalation point, resolving complex technical issues, advising on strategies, and collaborating with internal teams. A strong understanding of long-term care and medical facility workflows is crucial. Your focus will be on delivering exceptional customer experiences while handling a full range of technical queries and complaints. You will also mentor team members, assist in team staff selection and training, and drive training and knowledge adoption. This role requires availability for rotating shifts, including occasional weekend and holiday work.

Requirements

• 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
• 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
• Demonstrable experience in a leadership role

Responsibilities

• 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 between 11am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need

Preferred Qualifications

• Formalized approach to problem-solving, certification in RCA an asset
• Expertise in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities

Benefits

• 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