(Canada) Solutions Analyst- Pharmacy
Remote
Job Summary
Provide world-class customer support to clients administering, configuring, and using the pharmacy application by analyzing logs, researching solutions, and recreating issues to facilitate resolution. Develop an in-depth understanding of cloud-based software to support processes and patient care in long-term care facilities, while effectively using and updating the knowledge base. Thoroughly document problems via phone, email, chat, and web portal using the help desk ticketing system to accurately record issues, investigative steps, and resolutions. Meet established service delivery guidelines and key performance indicators while working between 8am ET - 9pm ET on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary.
Required Qualifications
- Post secondary education
- Experience supporting and trouble-shooting web-based software applications
- Ability to work between 8am ET - 9pm ET on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by escalated business needs
- 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
- Sound understanding of API and service technologies and functions
Desired Qualifications
- Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
- Experience in a technical support position an asset
- Preference for those with experience using diagnostic tools to help resolve customer issues
- Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
- Prior experience using Sales Force/Service Cloud
- Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows
- PointClickCare EHR experience, particularly with Orders, eMAR and Pharmacy workflows
- Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- 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
- 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
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