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(US) Solutions Analyst- Pharmacy

1 day, 12 hours ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 68

Description

  • Provide empathetic, world-class support to clients using the application for administration, configuration, and day-to-day use.
  • Develop a deep understanding of the cloud-based software and how it supports processes and patient care in long-term care facilities.
  • Troubleshoot and resolve simple to moderately complex technical issues through log analysis, research, and problem recreation.
  • Collaborate cross-functionally to deliver customer satisfaction and timely resolutions.
  • Use the knowledge base to find answers and contribute new or updated content when needed.
  • Document issues, investigation steps, and resolutions accurately in the help desk ticketing system across phone, email, chat, and web portal channels.
  • Meet or exceed service delivery guidelines and key performance indicators.
  • Support operational tools and process improvements.
  • Work autonomously or within a remote team while maintaining effective relationships with internal and external stakeholders.
  • Be available for weekday coverage between 8am ET and 9pm ET, with occasional overtime, weekends, holidays, and on-call support as needed.

Requirements

  • Post-secondary education in Information Technology or a related technical field is preferred.
  • Post-secondary education is required.
  • Experience in a technical support role is an asset.
  • Experience supporting and troubleshooting web-based software applications.
  • Preference for candidates with experience using diagnostic tools to resolve customer issues.
  • Sound understanding of API and service technologies and functions.
  • Prior experience with PointClickCare is an asset, including Orders, eMAR, and HL7 messages.
  • Prior experience with Salesforce/Service Cloud is an asset.
  • Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows is preferred.
  • Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities is preferred.

Benefits

  • Remote role with travel to the Mississauga and/or Salt Lake City office for onboarding, team events, and semi-annual/annual meetings.
  • Opportunity to work for a founder-led, privately held health tech company.
  • Work on a platform serving over 30,000 provider organizations and the largest long-term and post-acute care dataset.
  • Investment in research and development that supports innovation and growth.
  • Training and development opportunities focused on innovation and AI.
  • Accommodations available upon request for candidates with disabilities.
  • Equal employment opportunity and an inclusive hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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