Remote opportunity at
American Healthtech, a PointClickCare CompanySolutions Analyst (Acute and Payer-General Support)
American Healthtech, a PointClickCare Company, is seeking a full-time Solutions Analyst for Acute and Payer-General Support. Operating as a remote position, this role focuses on the…
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About This Role
American Healthtech, a PointClickCare Company, is seeking a full-time Solutions Analyst for Acute and Payer-General Support. Operating as a remote position, this role focuses on the delivery and management of integration and technical interactions, handling complex client cases. The company provides cloud-based software and platforms serving providers in long-term and post-acute care. This position requires a customer-focused support professional who can act as a liaison between internal teams and external…
Job Description
American Healthtech, a PointClickCare Company, is seeking a full-time Solutions Analyst for Acute and Payer-General Support. Operating as a remote position, this role focuses on the delivery and management of integration and technical interactions, handling complex client cases. The company provides cloud-based software and platforms serving providers in long-term and post-acute care.
This position requires a customer-focused support professional who can act as a liaison between internal teams and external clients. The incumbent will troubleshoot technical issues, maintain communication, and advocate for customers regarding high-priority cases. Candidates must be available to work weekdays from 11 AM to 8 PM EST, along with potential overtime, weekend, holiday, and on-call shifts, and must be able to travel to offices in Mississauga or Salt Lake City for events such as onboarding and team meetings.
Responsibilities
- Deliver empathetic and high-quality support to clients utilizing and configuring clinical applications
- Acquire deep knowledge of cloud-based software supporting patient care and clinical workflows in long-term care environments
- Investigate and troubleshoot technical problems through log reviews, research, and problem recreation
- Coordinate cross-functionally to achieve timely issue resolution and customer satisfaction
- Contribute to and utilize the internal knowledge base to enhance support operations
- Meet or exceed key performance indicators and service delivery standards
- Maintain precise documentation of customer communications, investigative steps, and resolutions inside the help desk ticketing system
- Work weekday shifts from 11 AM to 8 PM EST with requirements for occasional overtime, weekends, holidays, and on-call rotations
Requirements
- 1 to 2 years of experience in a SaaS support, technical support, or operations support capacity
- Strong comprehension of business processes and workflows within enterprise or SaaS applications
- Demonstrated problem-solving abilities and skill in managing client expectations
- Effective verbal and written communication skills
- Ability to thrive in fast-paced, high-demand settings
- Quick learner with strong analytical skills, technical aptitude, patience, attention to detail, and active listening capabilities
- Experience working alongside cross-functional technical teams including Product, Engineering, and QA
- Background in supporting and troubleshooting web-based SaaS platforms
- Familiarity using CRM or help desk platforms such as Zendesk or Salesforce Service Cloud
Qualifications
- Understanding of clinical workflows in medical facilities or long-term care environments
- Familiarity with diagnostic or observability tools and techniques applied in issue resolution
- Exposure to artificial intelligence tools with a desire to apply them for improved productivity and product capabilities
Core Skills
Benefits
- Benefits effective starting from Day 1
- Retirement plan matching
- Flexible paid time off
- Wellness support programs and resources
- Parental and caregiver leaves
- Fertility and adoption support
- Continuous development support programs
- Employee assistance program
- Allyship and inclusion communities
- Employee recognition programs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Solutions Analyst position?
The base salary range for this US position is between $58,000 and $63,000 per year, accompanied by full-time benefits.
Is this role remote?
Yes, this is a remote role, though it does require occasional travel to the Mississauga and/or Salt Lake City offices for events like onboarding and team meetings.
What are the working hours for this job?
The scheduled hours are weekdays from 11 AM to 8 PM EST, with requirements for occasional overtime, weekends, holidays, and on-call shifts.
Sample Interview Questions
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