Solutions Analyst – Pharmacy

Job Description:

  • Provide world class customer support to clients administering, configuring, and using the application
  • Develop an in-depth understanding of cloud-based software supporting processes and patient care in long-term care facilities
  • Resolve simple to moderately complex technical issues through log analysis, research, and problem recreation
  • Work cross-functionally to deliver quality, satisfaction, and customer resolutions
  • Use and search the knowledge base and occasionally contribute or update content
  • Meet or exceed service delivery guidelines and key performance indicators
  • Document problems, investigative steps, and resolutions via phone, email, chat, and web portal in the help desk ticketing system
  • Work weekday coverage between 8am ET and 9pm ET, with occasional scheduled overtime, weekend, holiday, and on-call work as required
  • Participate in improving operational tools and processes
  • Support and contribute to organizational goals autonomously or as part of a remote team
  • Establish and maintain effective relationships with internal and external stakeholders
  • Report to the Manager, Customer Support

Requirements:

  • Post-secondary education required
  • Experience supporting and troubleshooting web-based software applications
  • Experience in a technical support position is an asset
  • Degree or post-secondary education in Information Technology or a related technical field preferred
  • Exposure to AI tools and desire to leverage them to enhance work content and user experience
  • Sound understanding of API and service technologies and functions
  • Ability to handle clients professionally and confidently
  • Ability to manage concurrent tasks and organize, prioritize, and coordinate assignments
  • Critical thinking and time management skills
  • Ability to work autonomously or as part of a remote team
  • Ability to establish and maintain effective relationships with internal and external stakeholders
  • Previous experience with IMM, pharmacy integrations, or HL7 workflows is an asset
  • PointClickCare EHR experience, particularly with Orders, eMAR, and pharmacy workflows, is an asset
  • Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities is an asset
  • Experience using diagnostic tools is preferred
  • Prior PointClickCare experience, including Orders, eMAR, or HL7 messages, is an asset
  • Prior experience using Salesforce/Service Cloud

Benefits:

  • Fulltime benefits
  • Overtime eligibility
  • Shift work required eligibility
  • In-office events including onboarding, team events, and semi-annual and annual team meetings
  • Flexibility
  • Growth opportunities
  • Training and development
  • Accommodations available upon request
  • Equal employment opportunity and disability accommodations
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