Systems Analyst at Navigating Cancer

| Seattle
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Company Overview
At Navigating Cancer, our mission is to improve the lives of cancer patients and those who care for them. We enable oncology clinics to provide personalized, efficient care to every patient by providing relevant educational materials, giving the whole care team visibility to patient issues and needs, and delivering useful insights so that care teams can identify and resolve gaps in care. Through our platform, patients receive a holistic service offering to support their individual goals and needs.
Our company is backed by industry-leading patient satisfaction ratings and currently supports over a million patients, thousands of care providers, dozens of pharmaceutical manufacturers, and several payer models nationwide to lower costs, improve patient satisfaction, and drive better outcomes.
In order to advance our mission to – “Enable Personalized Care for Every Cancer Patient,” we are seeking candidates for the following role:
Job Responsibilities:
You will be the technical escalation contact for clinics who are working with Navigating Cancer’s solution. You will be an agent of change for clinics moving to care management and value-based care models. You will field requests from clinics facing difficulty using Navigating Cancer features & functionality. You will be responsible for helping clinics increase the adoption of our solutions by their patients, understand the value that our software and services provide, and identify opportunities to drive increased clinic success and grow utilization of new features.
 
• Deliver resolutions to our customers for all technical support cases escalated from the Support team.
• Document, respond to and manage all technical support escalations via Salesforce and Jira
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately.
• Partner with multiple engineering teams to research and ensure issue resolution.
• Provide regular status updates on the progress of an escalation to all stakeholders.
• Maintain high levels of customer satisfaction by providing timely and accurate responses.
• Identify trends related to technical issues and bugs within the product. Provide regular feedback to management as needed.
• Develop and implement best practices for gathering pertinent data for researching technical issues and bugs.
• Work with the Support team to provide cohesive and thorough documentation of escalated issues, while ensuring a smooth escalation experience for customers.
• Communicate resolutions and/or associated workarounds to the customer and Support team as appropriate.
• Manage escalated cases and communicate effectively with our partner to reduce resolution response time.
 
Experience
• Minimum 5+ years of experience in this role
• Excellent troubleshooting and problem-solving skills
• Intimate knowledge of and success with escalating technical issues
• Supportive team player willing to go the extra mile
• Demonstrated leadership and initiative
• Excellent writing skills, able to quickly compose clear and concise answers
• Friendly, patient and professional phone demeanor
• Strong organization skills and high attention to detail
• Motivated, self-starter with an excellent work ethic
• Dependable with the ability to multitask and work in a fast-paced startup environment
 
Technical Proficiencies Required: Salesforce, JIRA, Atlassian, Confluence
Preferred Knowledge
· SQL
· EHR integration experience; HL7
Why work here? 
We support thousands of healthcare professionals and tens of thousands of cancer patients every day. We help cancer patients get better care—and consider this a valuable and meaningful reason to come to work everyday. You get to work with leading technology, wear many hats, and contribute every day to our business success! You get to help us grow and establish ourselves as a world-class business. We are lean, agile, and lightweight. We believe in each other, believe in our work, and have fun along the way.
This position is full time (normally in our downtown Seattle office) - currently 100% remote during the COVID pandemic.
 
We offer competitive compensation, benefits and a fantastic work environment:
- Employer subsidized medical, dental and vision 
- 401K + ROTH option
- Generous employee stock option plan
- Paid maternity/ paternity leave policy
- Educational stipend
Our Values: 
Work with Purpose. Work together to improve the lives of cancer patients. Collaborate with team members, have passion, enthusiasm and mission for the work that we do.
Act with Integrity. Communicate openly, be honest, follow through.
Be Agile. Discover creative solutions, welcome change. Adapt and pursue continuous improvement.
Seek Simplicity. Reduce complexity for our customers and patients. Simplify our products, our processes and our messages.
Strive for Growth. Constantly strive to achieve personal, professional, and company goals. Continuous reflection, learning and achievement.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • Salesforce PardotLead Gen

Location

Located in a historic building a block away from the Seattle waterfront and close to Pike Place Market, Pioneer Square, and some awesome coffee shops

What are Navigating Cancer Perks + Benefits

Navigating Cancer Benefits Overview

- Work from anywhere
- Employer paid medical, dental and vision
- 401K + ROTH option
- Paid maternity/ paternity leave policy
- ORCA passes for commuting
- Educational stipend
- Central location equidistant from Pike Place Market and Pioneer Square
- Company sponsored lunch every Monday and monthly Waffle Wednesdays

Culture
Eat lunch together
We have multiple areas in the office where people congregate during lunch to hang out with their fellow team members.
Intracompany committees
Navigating Cancer has an activities committee that are made up of volunteers to help create all the fun team building activities we do. Examples include ski trips, happy hours, online games, etc.
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
One of the oldest buildings downtown, this is a great space with exposed brick & beams. Conference rooms for meetings and brainstorming sessions w/ an open floor plan for a collaborative team feel.
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $1500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Navigating Cancer has an optional FSA plan that includes childcare benefits.
Generous Parental Leave
Flexible Work Schedule
Navigating Cancer provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Our remote work program includes work from home 1 day per week or work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
Navigating Cancer loves to get the whole team together, including family & children for our annual summer BBQ.
Vacation & Time Off Benefits
Generous PTO
Navigating Cancer employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Continuing Education stipend
Online course subscriptions available
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