Senior Solutions Analyst – Clinical

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer support and ensure successful outcomes for clients facing challenges related to application administration, configuration, and usage.

• Acquire a comprehensive understanding of cloud-based software that supports processes and patient care in long-term care settings.

• Address complex technical issues through log analysis, research, or by recreating problems.

• Collaborate across teams to provide quality service, satisfaction, and effective customer resolutions.

• Utilize and search the knowledge base while contributing new or updated content.

• Champion and embody KCS methodologies.

• Surpass established service delivery standards and key performance metrics.

• Guide and mentor junior team members on SaaS troubleshooting, best practices in customer support, and internal procedures.

• Record issues, investigative steps, and resolutions through phone, email, chat, and web portal in the help desk ticketing system.

• Manage daily priorities and resolve customer issues either independently or collaboratively.

⛳️ Requirements

• Experienced Sr. Solutions Analyst with a background in SaaS software.

• Familiarity with business processes and practices in a long-term care or medical facility.

• Structured approach to problem-solving.

• Strong written and verbal communication skills.

• Capability to multitask, prioritize tasks, and manage customer expectations effectively.

• Quick learner of complex aspects of new software features, emerging products, and supporting systems.

• Patient, attentive listener with a keen eye for detail.

• High degree of customer focus and empathy.

• Previous experience with the PointClickCare application is mandatory.

• Background in using or supporting PointClickCare.

• 1–2 years of hands-on experience in supporting and troubleshooting web-based software applications.

• Experience with diagnostic tools to resolve customer issues.

• Background in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.

• RCA certification is a plus.

• Bachelor's Degree or relevant post-secondary education is preferred.

• Availability to work rotating weekday shifts between 8am and 8pm EST, with occasional scheduled overtime on weekends and holidays.

🏝️ Benefits

• Benefits commence 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.

• Overtime eligibility.

• In-office events, including onboarding, team gatherings, and semi-annual and annual meetings.