Solutions Analyst; Acute and Payer-General Support

At Point Click Care  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 Point Click Care , 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 Point Click Care , check out Life at Point Click Care  and connect with us on Glassdoor and Linked In.

For Remote Roles
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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
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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.

As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues.

In Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.

• Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
• Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.
• Leverage and contribute to the internal knowledge base to improve support efficiency.
• Consistently meet or exceed service delivery standards and key performance indicators (KPIs).
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime,…