Product Solutions Associate, Customer Support

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. 

We’re looking for a Product Solutions Associate to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

What You'll Do

In this role, you'll work with the Flatiron HC Customer Support Team as the first point of contact for our customers. You’ll support OncoEMR, our web-based, oncology-specific electronic medical record (EMR) software used by over 1,700 oncology clinicians to diagnose, treat, and manage patients with cancer. You'll handle inbound phone calls and emails from customers, documenting their questions and concerns. You will be responsible for resolving their issues and collaborating with internal teams as needed. In addition, you'll:

• Establish rapport with customers in order to build credibility and earn trust
• Document all issue details, including the reported problem, troubleshooting steps, and resolution
• Manage a large volume of issues, while ensuring timely communication and resolution with customers
• Collaborate directly technical solutions engineers, account managers, engineers, and product managers to provide the best experience for our customers
• Gain a deep understanding of the OncoEMR application and workflows
• Spend up to 5 hours a day taking phone calls from customers
• Occasional travel (1-4 times a year)

You will work the 9 hour shift listed below (includes a 1 hour break). You may be asked to work company holidays.

• 11:00 AM-8:00 PM EST

Who You Are

You're a kind, passionate and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition, you understand the impact of clear, empathetic communication, and you have 1-3 years experience in a customer-facing role. 

• You have familiarity with SaaS solutions and/or experience working in a healthcare setting
• You have a proven ability to build customer relationships
• You are capable of working individually and as part of a team
• You are detail oriented and have strong organizational and time management skills
• You have polished written and verbal communication skills and the ability to explain technical topics to non-technical stakeholders, such as healthcare professionals
• You have a Bachelor’s degree, or commensurate military/work experience

Extra Credit

• You have experience with EMR Systems and terminology
• You have an understanding of common workflows and challenges specific to healthcare professionals
• You have experience using Salesforce, TalkDesk, and/or Atlassian products

Where you’ll work

In this remote position, you have the freedom to choose your preferred work location while aligning your working hours with your team's. For further details on our hybrid work approach and remote work type, please visit the how we work website.

Life at Flatiron 

At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer: 

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services 
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate Diversity in the workplace.