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CipherHealth // patient communication & care coordination
New York City    Posted: Saturday, November 07, 2020
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About CipherHealth:

CipherHealth is an award-winning & proven technology platform committed to enhancing communication & care throughout the patient journey. Our full suite of scalable & flexible patient engagement solutions for healthcare organizations keep patients, staff, families & communities informed about their preventative, acute or elective care -- whether it is in a hospital, clinic, facility, at home or anywhere in between.

Since 2009, CipherHealth has been innovating helping to shape the patient engagement category, delivering groundbreaking products to help care providers effectively & efficiently deliver quality care for their patients. CipherHealth's patient engagement platform sets new standards for care & empowers healthcare organizations to foster meaningful connections to ensure the best possible outcomes for staff members, patients, & their loved ones.

About You:

As a member of our Customer Support team, you will be the frontline face & voice of our Customer Success team! You will be responsible for solving end user tickets, configuring CipherHealth solutions to fit customer needs, collaborating with internal stakeholders to ensure customer satisfaction, & working with our technical teams to improve our customer experience. We are a highly collaborative, good-humored, & hardworking team who cares about using technology to improve patients lives.

Key Responsibilities

  • Troubleshoot & resolve customer issues in a timely manner.
  • Become a subject matter expert on the CipherHealth platform.
  • Prioritize your workload to ensure critical deadlines are met.
  • Document common support procedures that your teammates can follow.
  • Configure our solutions using the CipherHealth platform for different customer use cases.
  • Collaborate with the Customer Success & Product teams to collect user feedback for product improvements.
  • Create both customer-facing & internal collateral supporting our products.
  • Respond to customer questions over the phone & over email.


  • 1-3 years of experience in a technical support or customer services role, ideally in a SaaS/Software environment
  • Excellent problem-solving skills & an ability to break down complex concepts
  • Experience working in fast-paced, dynamic environments.
  • Strong attention to detail & a passion for customer service
  • A willingness to deliver our customers a superb support experience, over the phone or via email. 
  • Comfortable working & delivering on multiple technical projects simultaneously with various internal & external stakeholders
  • Ability to think creatively & define (in technical terms) product, customer, & internal stakeholders needs
  • Ability to work independently & make decisions under minimal supervision
  • Excellent teamwork & written/verbal communication skills to both non-technical & technical teams
  • Exhibit CipherHealths Core Values: Collaborative, Agile, Resourceful, Engaged & Empowered 


  • Networking & implementation experience
  • Understanding of CRM systems (especially Salesforce Service Cloud) 
  • Experience implementing data interfaces & integrations (SFTP, HL7, SSO, etc.)
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