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Senior Technical Associate

Phreesia, Inc.

Job Overview

Location

Remote Canada

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Technical Associate at Phreesia, you will be part of a collaborative team delivering exceptional technical, product usage, and account administration support to clients across first and second-level inquiries, with a focus on teamwork, knowledge-sharing, and consistent client engagement to ensure seamless issue resolution and high service standards.
• You will collaborate cross-functionally to troubleshoot and resolve technical issues, implement configuration changes, assist with product navigation, identify and escalate complex issues for timely resolution, and actively mentor newer team members by sharing knowledge and best practices to drive continuous improvement across the support team.
• Phreesia is a mission-driven healthcare technology company transforming patient check-in and engagement through its SaaS platform, recognized as a five-time winner of Modern Healthcare’s Best Places to Work in Healthcare and committed to fostering an inclusive, supportive environment where employees can bring their authentic selves to work.
• In this role, you will deepen your expertise in healthcare IT systems, develop leadership and mentoring capabilities, contribute to product improvement insights, and build a strong foundation for career growth within Phreesia’s technical support track through hands-on experience with complex case resolution and cross-functional collaboration.
• Collaboratively manage and drive case investigations toward resolution, leveraging team knowledge and support as needed to ensure quality outcomes.
• Contribute to the development of peers by supporting both new and current Technical Associates through mentoring, sharing insights on processes and client needs, and helping them confidently meet client expectations.
• Offer guidance and collaborate with teammates on complex cases—coaching through workflows, outlining clear next steps, and ensuring they feel supported and empowered.
• Actively share knowledge, documentation, and best practices across teams and departments within Phreesia to promote a cohesive and informed support culture.
• Take initiative in resolving complex technical cases with a strong focus on client satisfaction, while engaging team members for input and validation where appropriate.
• Foster strong client relationships by embracing a team-oriented, client-focused mindset—advocating for client needs and collaborating on solutions that exceed expectations.
• Maintain a strong understanding of Phreesia’s products/integrations and support peers in deepening their understanding of these systems.
• Work jointly with teammates and cross-functional partners to identify and recommend business workflows that align with best practices.
• Apply solutions shared by senior agents while contributing your own perspective and seeking clarification as needed to support client success.
• Collaborate with others to suggest thoughtful enhancements to Phreesia’s products and services, drawing from shared experiences and case insights.
• Support high-priority issue resolution through seamless collaboration, even if it requires coordination beyond standard business hours.
• Participate in a shared after-hours escalation rotation, serving as a point of contact and receiving an additional paid bonus for this responsibility.

🎯 Requirements

• Bachelor’s degree required
• Minimum of 3 years of related experience required (Phreesia experience and/or performance may offset some of the experience requirement)
• 1+ year experience in a client support role, ideally in a software or product-based organization
• Superior communication and interpersonal skills
• Comfortable working in a Windows environment
• Willingness to learn message transformation and exchange between disparate systems
• Ability to prioritize multiple demands in a fast-paced and dynamic environment
• Exposure to wireless and web applications

🏖️ Benefits

• Remote First: 100% remote work + home office expense reimbursements + monthly reimbursement for cell phone, internet, and wellness
• Top of market rewards: Competitive compensation
• Take time when you need time: Flexible PTO + company holidays
• Top class healthcare benefits: Variety of healthcare benefits for you and your family (and your pets!) starting day one
• Care about your families: Generous top-up for parental leave benefits
• Support personal development: Continuing education and professional certification reimbursement
• Connecting in person: Various offsite events and activities for team to connect and meet in person, to support team building and engagement
• Giveback to community: Local in-person volunteer events and give back programs to our communities
• Recognition and perks: Company-wide recognition tool (Phireworks) to celebrate milestones, recognize achievements, and redeem points for a wide catalogue of items
• Diversity and inclusive environment: Employee Resource Groups (ERGs) fostering shared community and empowerment for employees with common social identities

Skills & Technologies

Senior

Remote

$65k-75k

Degree Required

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Phreesia, Inc.

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About Phreesia, Inc.

Phreesia provides a SaaS platform that automates patient intake, registration and payments for healthcare organizations. Its system replaces paper forms with digital workflows that capture demographics, insurance, clinical histories and consent, while verifying eligibility and collecting copays in real time. The platform integrates with EHRs and practice management systems, offers analytics on patient flow and revenue cycle performance, and supports telehealth check-ins and appointment scheduling. Serving hospitals, health systems and outpatient practices across the U.S. and Canada, Phreesia aims to reduce administrative burden, improve data accuracy and enhance the patient financial experience.

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