Solutions Analyst - (EHR Support, West Coast)

At PointClickCare, our mission is to help providers deliver exceptional care through innovative technology and a supportive culture.

About the Role

The Support Analyst on the Clinical team plays a crucial role in providing end-user support to our diverse client base. This position requires excellent communication skills, problem-solving abilities, and a passion for customer service.

Key Responsibilities

• Provide timely and world-class customer support via multiple channels
• Manage incoming support cases, prioritize based on severity, and route to other departments as needed
• Take ownership of unresolved cases and follow up in a timely manner
• Maintain knowledge articles for the support portal
• Record and organize daily communications, transactions, problems, and remedial actions in the CRM system
• Support department goals, objectives, and deliverables

Qualifications

• Exposure to AI tools and a desire to leverage them for enhancing work content and user experience
• Professional and confident interaction with clients
• Ability to handle concurrent tasks and manage work assignments effectively
• Understanding of API and service technologies
• Initiative and willingness to help improve operational tools and processes
• Innovative thinker with a positive attitude and proactive approach
• Able to work autonomously or as part of a remote team
• Strong interpersonal and communication skills
• Experience in a technical support role is an asset
• MDS 3.0 Expertise and MDS Coordinator Experience preferred

Benefits & Perks

• 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 Programs

PointClickCare is an equal opportunity employer and welcomes applications from people with disabilities. We use AI tools to assist with candidate screening and assessment, but final hiring decisions are made by humans. For more information, please contact recruitment@pointclickcare.com.