The Role
The Sr Solutions Analyst focuses on providing exceptional customer support for cloud-based healthcare solutions, resolving technical queries and complaints, and ensuring a high level of customer satisfaction through effective communication and problem-solving skills.
Summary Generated by Built In
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.
**Travel to Office expectations**
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.
*This position is remote for candidates living in North America.
Position Summary:
Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions.
We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Reporting to the Sr Manager, Customer Support
We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Reporting to the Sr Manager, Customer Support
Key Responsibilities:
• Develop an in-depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary
Your Key Strengths:
• Degree in Healthcare, IT, Engineering, Business Solutions (Preferred, not required)
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
• Strong communication, relationship management and documentation skills
• High degree of computer literacy and excellent typing skills
• Experience providing web-based application software support
• Prior long term care experience working in a business office role
• Prior experience using PointClickCare (Preferred, Not required)
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
• Strong communication, relationship management and documentation skills
• High degree of computer literacy and excellent typing skills
• Experience providing web-based application software support
• Prior long term care experience working in a business office role
• Prior experience using PointClickCare (Preferred, Not required)
#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 [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
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: [email protected]
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.
Skills Required
- Degree in Healthcare, IT, Engineering, Business Solutions
- Excellent interpersonal, customer support, and problem-solving skills
- Demonstrated ability to multi-task, prioritize, and manage customer expectations
- Strong communication, relationship management and documentation skills
- High degree of computer literacy and excellent typing skills
- Experience providing web-based application software support
- Prior long term care experience working in a business office role
- Prior experience using PointClickCare
PointClickCare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PointClickCare and has not been reviewed or approved by PointClickCare.
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Healthcare Strength — Health and dental coverage appear robust, with wellness and assistance programs reinforcing core medical benefits. Coverage quality stands out relative to other benefit elements.
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Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, and flexible work-from-home options are widely available. Occasional extras like summer half‑day Fridays further expand time-off flexibility.
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Flexible Benefits — A customizable mix is evident through remote/hybrid arrangements, day-one eligibility, and a lifestyle or personal spending account. Benefits such as wellness credits and support resources can be tailored to individual needs.
PointClickCare Insights
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The Company
What We Do
PointClickCare is the market leader driving the transformation of healthcare vulnerable and complex populations through a broad, connected care network powered by deep insights with a commitment to value, outcomes and innovation. We connect post-acute and acute care settings, people and systems like no other company. Our steadfast commitment to our culture and to providing growth opportunities to our employees is evidenced by recent recognition of PointClickCare as one of Canada’s best-managed companies and most admired corporate cultures.
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