About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication & coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools & superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, & creates sustainable financial value through a full suite of communications solutions.

CipherHealths automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff & caregivers, regardless of care setting, thereby achieving new standards for patient care & accelerating the digital transformation of the industry. 

Customer Support Specialist

As a CipherHealth Customer Support team member you will be a resource for our customers & a key technical resource internally. You will be responsible for solving end user support tickets, directly assisting nurses & doctors out in the field using CipherHealth solutions. You will also have the opportunity to collaborate with different departments internally to improve the customer experience, to configure different product solutions, & to ensure projects are delivered on time. We are a highly collaborative, good-humored, & hardworking team who cares about using technology to improve patients lives.

Responsibilities

• Address customer queries accurately & efficiently, leveraging your subject matter expertise in CipherHealth solutions
• Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
• Prepare comprehensive procedures in an easily-digestible format for team reference
• Configure our solutions using the CipherHealth platform for different customer use cases
• Collaborate with the Customer Success & Product teams in the development & design of creative solutions
• Create both customer-facing & internal collateral supporting our solutions

Requirements

• Adept problem-solving skills with the ability to deconstruct advanced concepts
• Exceptional attention to detail & unwavering commitment to excellence
• Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
• An enthusiastic mindset for delivering outstanding support experience to our customers
• Comfort in coordinating & delivering on numerous technical projects with varied stakeholders
• Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
• Independent working style, capable of making informed decisions with minimal supervision
• Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical & non-technical teams, demonstrating strong empathy & evaluating risks

Nice-to-haves

• Familiarity with SaaS-based technologies
• Prior work experience in a user-facing support team
• Experience in executing data interfaces & integrations, including SFTP, HL7, SSO, etc.

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, & equity
  • Base Salary range: USD $65,000 -$75,000 annually
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, & dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short & Long-Term Disability
  • Life & Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, & wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave & flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos & gift cards from peers & managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $30/employee monthly Fundowment for team bonding events
  • Employee Resource Groups such as Rainbow Room & BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns & robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • Youll receive a new Macbook laptop, other hardware, & company swag upon hire