Customer Operations Coordinator, Support

About Canvas Medical

Canvas Medical is revolutionizing everyday healthcare through its EMR platform designed to automate medical workflows. We develop sophisticated front-end and back-end tools to empower healthcare developers and clinicians to integrate data, streamline processes, and collaborate effectively, enabling care teams with enhanced software capabilities. Our company is backed by leading technology investors renowned for supporting successful health tech ventures.

Role Overview

We are seeking a Customer Operations Coordinator within our Support team. This role serves as a frontline position responsible for managing day-to-day account operations and triaging support tickets. The coordinator will oversee routine customer requests, including account unlocks, staff provisioning, and permission management, while gaining foundational knowledge of the Canvas platform and clinical workflows. It is an excellent opportunity for individuals at the early stages of their technical support careers who are detail-oriented and enthusiastic about learning healthcare technology.

Key Responsibilities

• Manage account unlocks, provision staff access, and process permission changes across customer organizations.
• Conduct read-only database queries to verify customer data integrity.
• Efficiently process routine account requests with accuracy.
• Triaging incoming support tickets received via Slack, email, and web forms based on established procedures.
• Prioritize and categorize tickets by urgency and impact, ensuring prompt routing of complex issues to senior teams with comprehensive context.
• Maintain accurate ticket records, including metadata such as tags, priority levels, customer details, and status updates.
• Develop foundational expertise in Canvas EMR configuration, clinical workflows, appointment types, note processes, and charting principles.
• Engage with Canvas documentation, familiarize with FHIR API fundamentals, and understand the plugin SDK.
• Shadow senior specialists on complex investigations to accelerate technical learning.
• Deliver clear, empathetic communication to address straightforward customer queries and set realistic expectations regarding timelines and next steps.
• Effectively escalate issues with well-summarized findings and verification steps.

Required Qualifications

• Minimum of one year experience in a support, customer-facing, or operations role, preferably in technical settings.
• Proven ability to manage multiple tasks concurrently with meticulous attention to detail.
• Comfortable utilizing ticketing systems and adhering to established support processes.
• Basic understanding of web applications and SaaS platforms.
• Eager to learn technologies such as SQL, REST APIs, and log analysis tools.
• Ability to independently navigate technical documentation and assimilate new tools.
• Interest or prior background in healthcare technology is advantageous but not compulsory.
• Willingness to quickly develop understanding of clinical and operational healthcare workflows.
• Knowledge of EMR systems, clinical terminology, or healthcare billing processes is a plus.
• Excellent written communication skills necessary for frequent customer correspondence.
• Organizational skills, process orientation, and effective prioritization abilities.
• Dependable in task follow-through amidst competing demands.
• Collaborative approach with eagerness to learn from experienced colleagues.

Personal Attributes

• Highly organized with a keen eye for detail ensuring precision in account operations.
• Fast learner with genuine curiosity about software functionality.
• Clear communicator capable of asking insightful questions when needed.
• Comfortable adhering to procedures while eager to understand underlying reasons.
• Consistent in managing repetitive tasks and motivated to improve processes.
• Empathetic towards customers, understanding their role in delivering patient care.

Success Milestones at 90 Days

• Independently performing account operations including unlocks, provisioning, and permissions without escalation.
• Effectively triaging and routing tickets utilizing runbooks with accurate context.
• Having a working knowledge of the Canvas platform, including EMR navigation and explaining basic workflows to customers.
• Gaining introductory SQL knowledge and capable of executing simple data verification queries under guidance.
• Establishing strong collaborative relationships within the support team and engaging in continuous learning from senior specialists.
• Providing responsive, reliable, and approachable customer experiences.

Compensation and Benefits

• Annual salary ranging from $65,000 to $80,000.
• Competitive salary coupled with equity packages.
• Comprehensive health insurance including options for full family coverage.
• 401(k) retirement savings plan.
• Generous paid maternity and paternity leave lasting 12 weeks.
• Flexible and unlimited paid time off policies.
• Home office stipend to support remote work setup.