Solutions Analyst – EHR Support

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

📋 Description

• Provide outstanding customer service while addressing technical inquiries related to cloud-based healthcare applications.

• Offer compassionate, high-quality assistance to clients in the management, configuration, and utilization of clinical applications.

• Cultivate in-depth knowledge of cloud-based software to enhance clinical workflows and patient care within long-term care environments.

• Diagnose technical problems through log analysis, research, and replicating issues.

• Work collaboratively across various departments to guarantee customer satisfaction and prompt resolution of issues.

• Utilize and contribute to the internal knowledge base to enhance support efficiency.

• Achieve or surpass service delivery benchmarks and key performance indicators (KPIs).

• Record customer interactions, investigative processes, and solutions using the help desk ticketing system.

• Prioritize and resolve customer issues independently or collaboratively through diverse communication channels and tools.

⛳️ Requirements

• Demonstrated experience in SaaS-based customer and technical support settings, especially within clinical environments.

• 1-2 years of prior experience in a Customer Support Environment.

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

• Proven problem-solving abilities and capacity to manage customer expectations effectively.

• Exceptional written and verbal communication skills.

• Ability to thrive in fast-paced, high-demand situations.

• Quick learner with a solid technical aptitude.

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

• High level of customer focus and empathy.

• Experience collaborating with cross-functional technical teams.

• Background in supporting and troubleshooting web-based SaaS applications.

• Familiarity with diagnostic tools for resolving customer issues.

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

• Proficient in Salesforce/Service Cloud or similar support platforms.

• Established background in SaaS customer and technical support environments.

• Availability to work weekdays from 11 AM to 8 PM EST, with flexibility for overtime, weekend, holiday, and on-call shifts as needed.

• Previous experience with QuickMAR software is preferred.

• Experience in the LTHC Industry and PCC Platform is preferred but not mandatory.

• Basic knowledge of Nursing, Skilled Nursing, Home, and Hospice is preferred but not essential.

• Degree or post-secondary education in Healthcare, Business Administration, or Information Technology is preferred but not required.

• Prior work experience in Clinical Administration or HealthTech is preferred but not mandatory.

• Familiarity with Kibana and AppDynamics is preferred but not essential.

🏝️ Benefits

• Benefits commencing 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.

• Full-time benefits.

• Overtime-Eligible.