Flatiron Health’s mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our team is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges.

Customer Support Associate at Flatiron Health

Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our team is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges. Today, the Flatiron Health OncologyCloud™ platform includes the industry-leading electronic medical record for oncology, a first-of-its-kind analytics tool, patient portal, and integrated billing management. Our goal is to help cancer centers and life science companies leverage real-world oncology data at a scale and clinical depth never before seen, to advance cancer care and accelerate research.

This position primarily focuses on products and services for OncoEMR, our web-based, oncology-specific electronic medical record (EMR) system used by over 1,300 oncology clinicians every day to diagnose, treat and manage patients battling cancer.

The Customer Support Associate role focuses on providing phone support to our customers, fielding inbound phone calls from clients, documenting their questions and concerns, and routing these concerns to Customer Support Specialists who will assist with issue resolution and communication back to the client. Customer Support Associates are the first point of contact that many customers have with Flatiron, and so are essential representatives of the Flatiron brand, and critical participants in delivering a fantastic end-to-end experience for our customers. We’re seeking great verbal and written communicators who are excited to dramatically impact the provider experience, and to grow within the Customer Support organization and beyond at Flatiron.

Responsibilities:

  • Field inbound phone requests from OncoEMR and OncoBilling clients
  • Establish rapport with customers and ensure that their questions and concerns are clearly documented
  • Escalate concerns to relevant individuals across the Customer Support team and beyond at Flatiron
  • Properly manage and document all work performed as part of ticket queue management
  • Be creative and help advance Flatiron oncology products in innovative ways
  • Ensure timely case follow-up with all clients
  • Be able to work independently and as well as in a team environment
  • Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
  • Develop and execute short-term actions to resolve complex client issues
  • Provide emergency on-call support during non-business hours
  • Occasional travel (1-4 times a year)

Required Qualifications:

  • Candidates must have very strong customer service experience (preferably in software/EMR support, or similar field)
  • 1+ year of healthcare experience is preferred (oncology/hematology a plus)
  • Proven ability to build rapport and trust with complex customers
  • Proven ability to work individually or as part of a team to solve technical problems
  • Attention to detail, excellent organizational skills, superior time management skills
  • Excellent and error-free written and verbal communication
  • Bachelor’s degree

Role breakdown (internal use only)

  • 60% Supporting clients via phone, dealing primarily with inbound requests
  • 30% Documenting and escalating relevant cases
  • 10% Special projects as relevant

 

Company Reviews

"Every new hire makes us better. No matter the role, we are looking for smart, curious and humble people who care about using their skills and expertise to make an impact in the fight against cancer."
Zach Weinberg
Co-founder, COO and President
at Flatiron Health
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Why work with us
Flatiron Health is made up of a cross functional, world-class team of about 400 employees and growing. To date, we’ve received $328 million in funding, led mostly by Google Ventures and Roche. We're passionate, curious individuals from a wide range of backgrounds, dedicated to improving treatment for cancer patients and accelerating cancer research
Culture
We have a very important mission and we take it seriously. At Flatiron Health, we hire people who are humble, curious, thoughtful, kind, and great at solving problems. These are our core values and the foundation on which our company is built. They guide how we hire, train, measure and reward our employees.
Perks & Benefits
Flexible Vacation
Free Daily Catered Lunch
Monthly Wellness Day
Monthly Happy Hour

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