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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