Solutions Analyst (EHR Support)

TL;DR

Solutions Analyst (EHR Support): Providing end-user support for healthcare technology platforms with an accent on clinical data management and EHR systems. Focus on resolving complex technical issues, maintaining knowledge articles, and leveraging AI tools to enhance customer service efficiency.

Location: Must be located in the US for eligibility. Remote role with occasional travel required to Mississauga or Salt Lake City for onboarding and team events.

Salary: $55,000 - $65,000 per year.

Company

A leading health tech company providing cloud-based software solutions for long-term and post-acute care providers.

What you will do

• Provide world-class customer support to end-users via multiple channels.
• Manage and prioritize incoming support cases based on severity.
• Maintain and update knowledge articles for the customer support portal.
• Document communications, transactions, and remedial actions in the CRM system.
• Collaborate with internal teams to resolve complex technical issues.
• Participate in the improvement of operational tools and processes.

Requirements

• Must be located in the US.
• Understanding of API and service technologies.
• Experience with MDS 3.0 and MDS Coordinator workflows.
• Ability to work shifts between 8am and 8pm.
• Strong critical thinking and time management skills.
• Degree or post-secondary education in IT or a related technical field.

Nice to have

• Previous experience in a technical support position.
• Exposure to AI tools for productivity and decision-making.

Culture & Benefits

• Comprehensive benefits starting from Day 1.
• Retirement plan matching and wellness support programs.
• Flexible Paid Time Off and parental/caregiver leaves.
• Continuous development support and learning opportunities.
• Inclusive culture with dedicated allyship communities.