Customer Support Associate

| Greater NYC Area

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

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Our office at One Soho is easily accessible and modern, and has all the amenities our employees need to be comfortable, productive and collaborative.

An Insider's view of Flatiron Health

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineer

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron has a holistic approach to employee experience. We promote a culture with wellness at the forefront.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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