Canada- Solutions Analyst (Clinical-EHR Support)

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications.

You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.

•Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.

•Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.

•Troubleshoot technical issues through log analysis, research, and problem recreation.

•Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.

•Leverage and contribute to the internal knowledge base to improve support efficiency.

•Consistently meet or exceed service delivery standards and key performance indicators (KPIs).

•Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.

•Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.

• LTHC Industry and PCC Platform Experience (Preferred not required)

•Previous work experience in Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN, Preferred not required)

•Degree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)

•Strong understanding of clinical workflows and business processes in long-term care or medical facilities.

•Demonstrated problem-solving skills and ability to manage customer expectations.

•Excellent written and verbal communication skills.

•Comfortable in fast-paced, high-demand environments.

•Quick learner with strong technical aptitude.

•Detail-oriented, analytical, patient, and an active listener.

•High level of customer focus and empathy.

•Experience collaborating with cross-functional technical teams.

•Experience supporting and troubleshooting web-based SaaS applications.

•Familiarity with diagnostic tools used to resolve customer issues.

•Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)

•Experience using Salesforce/Service Cloud or similar support platforms.

•Previous work experience in Clinical Administration or HealthTech (preferred but not required).

•Proven background in SaaS customer and technical support environments.

•Experience with Kibana and AppDynamics (preferred but not required).