Flatiron Health
Reimagining the infrastructure of cancer care.
New York, NY

OncoBilling Support Associate

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Flatiron Health is a healthcare technology and services company focused on accelerating cancer research and improving patient care. Our platform enables cancer researchers and care providers to learn from the experience of every patient. Currently, Flatiron partners with over 280 community cancer practices, seven major academic research centers and the 15 top therapeutic oncology companies.

This position primarily focuses on products and services for OncoBilling, our web-based, oncology-specific practice management system to ensure the financial sustainability of an oncology practice.

The Customer Support Associate for OncoBilling focuses on providing phone and email support to our customers, documenting their questions and concerns, and routing these concerns when necessary to OncoBilling Customer Support Specialists who will assist with issue resolution and communication back to the client. OncoBilling Customer Support Associates are the first point of contact for the OncoBilling platform 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 OncoBilling clients
  • Establish rapport with customers and ensure that their questions and concerns are clearly documented
  • Escalate concerns to relevant individuals across the OncoBilling 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)

Requirements:

  • 2+ years of healthcare experience required (Oncology/Hematology practice management/billing manager a plus)
  • Candidates must have strong customer service experience (preferably in enterprise software/Practice Management support)
  • Proven ability to build rapport and trust with complex customers
  • Proven ability to work independently 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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What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

At Flatiron, we are committed to providing our employees with the resources they need, both within and outside of work. This enables them to concentrate their working hours on improving cancer care and accelerating cancer research, while dedicating their non-working hours to everything else life has to offer.

We offer a full range of benefits to support our employees and their families. These benefits include health and wellness, family planning, financial planning and time away.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
Personal development training
Apprenticeship programs

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