Solutions Analyst

About the role

Joining Pointclickcare as a Solutions Analyst means stepping into a pivotal position within a leading health technology organization. You will be instrumental in enhancing care delivery by acting as a trusted technical expert for our Clinical team. This role provides a significant opportunity to refine your analytical and technical capabilities while delivering exceptional customer service. You will serve as a primary liaison, directly addressing the technology challenges our users encounter on a daily basis. Your work will ensure that clinical workflows remain efficient, supported, and optimized through technology. You will own the end-to-end resolution of complex issues, providing clear communication and guidance to stakeholders. This position requires a proactive mindset focused on building trust and fostering productive relationships with clients. Ultimately, you will play a key role in driving user satisfaction and the successful adoption of our solutions.

Key facts

What you'll do

• Respond to user inquiries via multiple communication channels, delivering timely and high-quality technical assistance.
• Analyze incoming support requests to determine scope and urgency, routing complex issues to specialized teams as appropriate.
• Act as the owner for assigned cases, following through from initial diagnosis to final resolution without dropping the ball.
• Build and maintain strong client relationships by conducting timely follow-ups and ensuring concerns are addressed thoroughly.
• Research and revise the content of the customer support portal, updating FAQs and procedural articles to reflect current best practices.
• Document every interaction, issue description, and solution within the organization's customer relationship management platform accurately.
• Collaborate with cross-functional teams to meet departmental goals, key performance indicators, and deliverables.
• Adhere to a flexible schedule by working during designated shift hours, including between 8 AM and 8 PM as required by business needs.
• Utilize artificial intelligence tools in your daily workflow to streamline tasks and improve the quality of user interactions.
• Maintain a consistently professional demeanor and confident verbal and written communication with all clients and internal partners.
• Juggle multiple priorities at once, organizing your workload to ensure tasks are completed efficiently and accurately.
• Perform effectively in a fast-paced environment, exercising strong critical thinking to solve problems under tight timelines.
• Apply solid knowledge of application programming interfaces and service-oriented technologies to diagnose technical barriers.
• Take initiative in identifying process improvements that contribute to a positive, cooperative, and trusting team atmosphere.
• Participate in the evaluation and enhancement of operational tools and standard procedures to increase team effectiveness.
• Show leadership by embracing a growth mindset, pursuing continuous learning, and focusing on self-improvement in technical and interpersonal skills.
• Approach problems with an innovative mindset, taking accountability for outcomes while adapting to changing requirements.
• Work autonomously and as part of a distributed remote team, aligning your efforts with broader organizational objectives.
• Develop and sustain productive working relationships with both internal departments and external stakeholders.
• Demonstrate a commitment to quality by adhering to information security policies and procedures at all times.

Requirements

• Bring prior experience with artificial intelligence tools and a readiness to adopt them to boost your productivity and user interactions.
• Exhibit a high level of professionalism and confidence when communicating with clients through any medium.
• Handle multiple concurrent assignments by organizing and prioritizing your workload in a chaotic or shifting environment.
• Flourish in a dynamic workplace that demands quick critical thinking and disciplined time management.
• Understand the fundamentals of API and service technologies, allowing you to troubleshoot integration issues.
• Proactively contribute ideas and support that strengthen the team's trust, morale, and collaborative spirit.
• Engage in improving operational tools, processes, and workflows to increase efficiency and reduce friction.
• Drive your own development by pursuing ongoing learning and focusing on continuous self-improvement in your role.
• Maintain an innovative and positive outlook, taking ownership of your responsibilities with accountability and adaptability.
• Operate effectively either independently or within a remote team structure to advance the company's strategic goals.
• Establish and nurture productive working relationships with internal peers and external partners or vendors.
• Hold a degree or have completed post-secondary education in Information Technology or a closely related technical discipline.
• Have background in a technical support capacity, with demonstrated success in resolving user issues.
• Show familiarity with the Minimum Data Set 3.0 standards and regulatory requirements.
• Possess direct experience working as an MDS Coordinator in a healthcare or related setting.

Nice to have

• Previous exposure to artificial intelligence tools and a desire to leverage them to improve your work content and the user experience.

Skills & tools

• Artificial intelligence tools
• Application programming interfaces
• Customer relationship management systems
• Minimum Data Set 3.0

Practical notes

• Remote employees may be required to travel to the Mississauga and/or Salt Lake City offices for essential events such as onboarding sessions, team gatherings, and annual company meetings.
• Comprehensive benefits are available from the first day of employment, including retirement plan matching, flexible paid time off, wellness programs, parental and caregiver leave, fertility and adoption support, continuous development programs, an employee assistance program, and inclusion communities.
• Candidates who require accommodations during the selection process should contact recruitment@pointclickcare.com to request support.
• PointClickCare uses artificial intelligence tools to assist with candidate screening and assessment as part of the hiring workflow.
• By submitting your application, you confirm that you will comply with information security policies and procedures if you are hired into this role.