Solutions Analyst - (EHR Support, West Coast)
RemoteUnited States
Job Summary
Provide timely, world-class customer support to users via multiple channels by managing incoming cases, prioritizing based on severity, and re-routing issues as required. Take ownership of unresolved open cases, maintain client relationships through timely follow-ups, and update knowledge articles on the support portal. Record daily communications, transactions, and remedial actions in the CRM system while participating in operational tool improvements. Work shifts between 8am and 8pm as required. This role supports the Clinical team within PointClickCare's largest long-term and post-acute care dataset, leveraging AI tools to enhance user experience and streamline workflows.
Required Qualifications
- Must be located in the US for Eligibility
- Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
- Sound understanding of API and service technologies and functions
- MDS 3.0 Expertise
- MDS Coordinator Experience
Desired Qualifications
- 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
- 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
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