(US) Sr Solutions Analyst - (Clinical, MDS 3.0)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Must be located in the US for Eligibility

About the Role:

Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team. The successful candidate will be responsible for the following: 

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables 
• Work shifts between 8am and 8pm as required

• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders 
• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset 

• MDS 3.0 Expertise
• MDS Coordinator Experience

#LI-MG1

#LI-Remote

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 recruitment@pointclickcare.com 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: recruitment@pointclickcare.com 

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.