Customer Support Specialist - Financial
Mississauga, Ontario
3d ago

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets.

For over 20 years, the company has held the same vision

  • to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions.
  • Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software.

    With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals.

    Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.

    For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.PointClickCare is the leading cloud-based software provider for the senior care market in North America.

    Driven by a passion for innovation and technology, we’re building solutions that have a true impact on people’s lives. Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees.

    PointClickCare is a dynamic environment to advance your career while performing meaningful work with great people.Our fast-growing company is looking for a keen and astute team member to join our team.

    The Financial Customer Support Specialist will be part of a dynamic and committed team and be based out of our corporate office in Mississauga, ON or remotely.

    Reporting to a Manager in Customer Support, the Customer Support Specialist will play a critical role in delivering and managing customer support to our customers.

    We are looking for someone who is patient and empathetic and able to problem solve complex issues. This position provides business user functional support.

    Supreme customer experience is top of mind, and your goal as a Customer Support Specialist along with the following responsibilities :


    You will handle incoming calls and web cases focused on billing and configuration questions and problems. Concepts will include general accounting and finance practices followed in the US and Canadian long-term healthcare billing industry.

  • You will proactively engage with facility staff / end users through various communication channels to gather details of their questions and challenges in efforts to resolve their billing queries.
  • Deliver an outstanding customer experience in every interaction with a goal to reach the highest level of NPS, CES and CSATs on customer surveys.
  • You will highlight your soft skills by responding empathetically to a variety of questions, assisting with a myriad of challenges, and resolving client concerns at first point of contact as often as possible.
  • You will work independently to investigate for resolutions while advancing your knowledge and skillset with the help of your peers.
  • Mastering time management skills, you will contribute to the self-service knowledgebase by creating and updating solution articles.
  • Must-haves : ·Digital literacy across a broad range of devices (i.e., desktops, laptops, browsers, tablets, smartphones, applications, etc.

    with above average keyboarding skills, internet, computer navigation and troubleshooting.·Strong English oral and written communication and documentation skills to ensure that all support cases capture the question or concern as described by the client using their context and words.

  • Ability to actively listen and type (wpm 50+) what is being described in detail while navigating the client’s path in their live database simultaneously to ensure full case details are captured prior to providing a resolution or escalating to the appropriate team / department.
  • Flexible and open to work rotating shifts between 6 am to 11 pm EST weekdays, with the common need for scheduled overtime, holidays and weekends as determined by business and application performance needs both planned and unplanned.
  • Knowledge and / or experience : ·A must have : accounts receivables, accounts payable, GLAP, Trust, Collections.·Overall billing, month end close, journal entries, financial reporting.

  • Industry knowledge a plus·Knowledge of US Payers a plus.·Keen on providing an excellent customer experience through trust and building rapport.
  • Requirements

    You hold a Post-secondary Degree / College Diploma in Accounting, Finance, Medical Billing, Economics, Health Management, or closely related field.

  • Experience in A / R, A / P, G / L and Trust is an asset.·Ability to adapt in a dynamic environment and learn quickly new functionality of a software application.
  • Attention to detail and accuracy, highly motivated with the demonstrated ability to work and research for resolutions independently.
  • Demonstrate the ability to work on multiple tasks and cases, prioritize to reach SLAs, and manage customer expectations in an extremely fast paced and high demand environment.
  • Phone and email etiquette, excellent communication and written skills topped with strong work ethic. Nice-to-haves : ·Previous experience working in a technical support environment or in a fast paced financial and / or support industry.
  • Experience working in a team and metrics-based performance environment.·Experience working with the PointClickCare software is an asset.
  • Location : This is a remote-based position contingent upon ongoing Covid-19 restrictions. Future on-site work and occasional meetings will be required at the PointClickCare office in Mississauga, ON.

    It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic / civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

    PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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