Solutions Analyst – Pharmacy

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

📋 Description

• Deliver customer support to clients in administering, configuring, and utilizing the application.

• Acquire a comprehensive understanding of cloud-based software to facilitate processes and enhance patient care in long-term care facilities.

• Address simple to moderately complex technical issues through log analysis, research, or problem reproduction.

• Collaborate across various functions to ensure quality, satisfaction, and prompt customer resolutions.

• Utilize and maintain the knowledge base, occasionally contributing new or revised content.

• Achieve or surpass service delivery standards and key performance indicators.

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

• Work weekday shifts between 8am ET and 9pm ET, with occasional scheduled overtime, weekend, holiday, and on-call responsibilities.

• Engage in the development and enhancement of operational tools and processes.

• Function independently or as part of a remote team towards achieving organizational objectives.

• Build and maintain effective relationships with internal and external stakeholders.

⛳️ Requirements

• Post-secondary education is mandatory.

• Experience in supporting and troubleshooting web-based software applications is essential.

• Technical support experience is advantageous.

• A degree or post-secondary education in Information Technology or a related technical field is preferred.

• Familiarity with diagnostic tools for resolving customer issues is preferred.

• Experience with API and service technologies and their functions is required.

• Availability to work between 8am ET and 9pm ET on weekdays, with occasional overtime, weekend, holiday, and on-call responsibilities.

• Ability to manage client interactions in a professional and confident manner.

• Capable of handling multiple tasks simultaneously and prioritizing work assignments effectively.

• Possess critical thinking and time management skills.

• Ability to work independently or as part of a remote team.

• Ability to establish productive working relationships with internal and external stakeholders.

• Experience with IMM, pharmacy integrations, or HL7 workflows is a plus.

• Familiarity with PointClickCare EHR, particularly with Orders, eMAR, and pharmacy workflows, is a plus.

• Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities is an advantage.

• Experience with Salesforce/Service Cloud is desirable.

• Exposure to AI tools and a willingness to leverage them to enhance work content and user experience is beneficial.

🏝️ Benefits

• Full-time benefits.

• Eligible for overtime.

• Shift work required eligibility.

• Flexible work arrangements.

• Opportunities for growth.

• Training and development programs.

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