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 PointClickCareand 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.

Must be located in the US for Eligibility

MDS 3.0 Experience required for Eligibility

About the Role:

Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team.

Key Responsibilities:

Provide timely and world class customer support to users via multiple channels

Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required

Take ownership and follow up on open cases which are unresolved

Build strong client relationships by following up with customers in a timely manner

Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions

Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system

Support the department’s goals, objectives, and deliverables

Work shifts between 8am and 8pm as required

Your Key Strengths:

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

Sound understanding of API and service technologies and functions

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

Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals

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

Required Skills:

MDS 3.0 Expertise

MDS Coordinator Experience

Additional Information

#LI-MG1

#LI-Remote

Corp B -P1

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 recruitment@pointclickcare.com 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: recruitment@pointclickcare.com

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.

Compensation

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is $60,000 - $66,000 - Performance based bonus and fulltime benefits.

Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experienceincluding professional and lived experience, and/or work location.

Overtime eligible.

Sr Solutions Analyst - (Clinical, MDS 3.0)

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