US-Solutions Analyst (Financial)

PointClickCare

3d•$60,000 - $70,000•Remote

About The Position

The Solutions Analyst (Financial) provides customer support for PointClickCare’s cloud-based healthcare solutions, handling technical queries and complaints while delivering an exceptional customer experience. The role focuses on resolving customer problems independently or with others in a timely manner, troubleshooting simple to moderately complex system issues, and supporting billing-related processes used in senior living facilities. A strong understanding of administrative tasks and workflows in long-term care and medical facilities is important. This remote position is open to candidates living in North America and reports to the Manager, Customer Support. The analyst resolves issues through phone, email, chat, and remote sessions; documents problems in Salesforce Service Cloud; works with other departments; and coordinates meetings to resolve issues. The position requires availability between 8 a.m. and 8 p.m. on weekdays, with occasional weekends and holidays as necessary. It is overtime eligible.

Requirements

Excellent interpersonal, customer support, and problem-solving skills.
Ability to multitask, prioritize, and manage customer expectations in a fast-paced, high-demand environment.
Strong communication, relationship management, and documentation skills.
High degree of computer literacy and excellent typing skills.
Experience providing support for web-based application software.
Prior long-term care experience in a business office role.

Nice To Haves

A degree in Healthcare, IT, Engineering, or Business Solutions; preferred but not required.
Prior experience using PointClickCare; preferred but not required.

Responsibilities

Develop an in-depth understanding of the Billing modules used to support processes and patient care in senior living facilities.
Resolve customer issues via phone, email, chat, or remote sessions.
Work effectively and professionally with other departments to resolve issues.
Document user problems using the online problem management system, Salesforce Service Cloud.
Coordinate and execute internal, external, or combined meetings to resolve problems.
Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS.