Customer Support Associate at Flatiron Health

| Greater NYC Area
Sorry, this job was removed at 6:11 a.m. (EST) on Tuesday, November 24, 2020
Find out who's hiring in NYC.
See all Operations jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

We're looking for a Customer Support Associate to help us accomplish our mission to improve lives by learning from the experience of every cancer patient. This is a full time position based in New York City. 

Here's what you need to know about the role, our team and why Flatiron Health is the right next step in your career. 

What You'll Do

In this role, you'll work with the Provider Customer Support Team to be the first point of contact for our customers and have a passion to deliver a fantastic end-to-end experience. This position primarily focuses on products and services for OncoEMR, our web-based, oncology-specific electronic medical record (EMR) system used by over 1,700 oncology clinicians every day to diagnose, treat and manage patients battling cancer. You'll primarily provide phone support to our customers by fielding inbound phone calls from clients and documenting their questions and concerns. You will be responsible for troubleshooting issues through to resolution and working collaboratively with internal teams as needed. In addition, you'll also:

  • Establish rapport with customers and ensure that their questions and concerns are clearly documented
  • Properly manage and document all work performed as part of ticket queue management
  • Ensure timely case follow-up with all clients
  • Work independently and as part of a team
  • Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
  • Develop and execute short-term solutions to resolve complex client issues
  • Occasional travel (1-4 times a year)

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.

Who You Are

You're a solutions-oriented thinker and excited by the prospect of rolling up your sleeves to tackle challenging problems each and every day. You’re a kind, passionate and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an important impact. 

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

 If this sounds like you, we would love you to join our team at Flatiron. 

Why You Should Join Our Team

A career at Flatiron is a chance to work with everyone involved in the future of cancer care and research—all under one roof. Researchers, data scientists, designers, clinicians, technologists and many more all work together to improve cancer care and accelerate research.

You'll also find a culture of continuous learning, broad and inclusive employee support offerings, and a commitment to supporting our team members in all aspects of their lives—at home, at work and everywhere in between. We offer: 

  • Flatiron University training curriculum which includes presentation skills, meeting mastery, coding languages, and more
  • Career coaching opportunities
  • Hackathons for all employees (not just our engineers!)
  • Professional development benefit for attending conferences, industry events and external courses
  • Work/life autonomy via flexible work hours and flexible time off
  • Generous parental leave (16 weeks for either parent)
  • Back-up child care
  • Flatiron-sponsored fitness classes

Flatiron Health is proud to be an Equal Employment Opportunity employer. 

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

 


Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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
Unlimited Vacation Policy
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
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
More Jobs at Flatiron Health41 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Internships
Legal
Operations
Product
Project Mgmt
Sales
Design + UX
new
New York
Sales
new
New York
Developer
new
New York
Data + Analytics
new
New York
Project Mgmt
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Data + Analytics
new
New York
Operations
new
New York
Developer
new
New York
Developer
new
New York
Operations
new
New York
Data + Analytics
new
New York
Internships
new
New York
Operations
new
New York
Developer
new
New York
Finance
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Product
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Flatiron Health's full profileSee more Flatiron Health jobs