(US) Solutions Analyst - Financial
- Point Click Care
- Remote USA
Job Description
*This position is remote for candidates living in North America.
Position Summary:
Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions.
We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Reporting to the Manager, Customer Support
We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Reporting to the Manager, Customer Support
Key Responsibilities:
• Develop an in-depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary
Your Key Strengths:
• Degree in Healthcare, IT, Engineering, Business Solutions (Preferred, not required)
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
• Strong communication, relationship management and documentation skills
• High degree of computer literacy and excellent typing skills
• Experience providing web-based application software support
• Prior long term care experience working in a business office role
• Prior experience using PointClickCare (Preferred, Not required)
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
• Strong communication, relationship management and documentation skills
• High degree of computer literacy and excellent typing skills
• Experience providing web-based application software support
• Prior long term care experience working in a business office role
• Prior experience using PointClickCare (Preferred, Not required)
