Product Solutions Associate, Customer Support

Summary

Join Flatiron Health as a Product Solutions Associate and become the first point of contact for customers using OncoEMR, our web-based oncology EMR software. You will handle inbound calls and emails, resolving issues and collaborating with internal teams. This role requires strong communication and problem-solving skills, along with the ability to build customer relationships. Experience in a customer-facing role and familiarity with SaaS solutions or healthcare settings are essential. The position offers a remote work option with flexible hours and a comprehensive benefits package, including paid time off, 401k, and various wellness programs.

Requirements

• 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

Responsibilities

• Work with the Flatiron HC Customer Support Team as the first point of contact for our customers
• 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
• Handle inbound phone calls and emails from customers, documenting their questions and concerns
• Resolve their issues and collaborating with internal teams as needed
• 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

Preferred Qualifications

• 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

Benefits

• 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