canvas-medical - Customer Operations Coordinator, Support
Requirements
• 1+ years in a support, operations, or customer-facing role (technical environment preferred) • Track record of managing multiple concurrent tasks with attention to detail • Comfort working in ticketing systems and following established processes • TECHNICAL FOUNDATIONS • Basic familiarity with web applications and SaaS platforms • Willingness to learn SQL, REST APIs, and log analysis tools • Comfort navigating technical documentation and learning new tools independently • HEALTHCARE & DOMAIN KNOWLEDGE • Interest in healthcare technology; prior healthcare experience is a plus but not required • Willingness to rapidly develop domain expertise in clinical and operational workflows • Familiarity with EMR systems, clinical terminology, or healthcare billing is a plus • Strong written communication — you'll be writing to customers daily • Organized and process-oriented with good prioritization instincts • Reliable follow-through on routine tasks while managing competing priorities • Collaborative mindset and eagerness to learn from more experienced teammates • You're organized and take pride in getting the details right — account operations require precision • You're a quick learner who is genuinely curious about how software systems work • You communicate clearly and know how to ask good questions when you're unsure • You're comfortable following runbooks today and hungry to understand the "why" behind them • You handle repetitive tasks with consistency while looking for ways to improve the process • You're empathetic with customers and understand that behind every ticket is someone trying to deliver patient care • WHAT SUCCESS LOOKS LIKE AT 90 DAYS • You're independently handling account operations (unlocks, provisioning, permissions) without escalation • You're triaging incoming tickets accurately using runbooks and routing complex issues with useful context • You've developed a working understanding of the Canvas platform — you can navigate the EMR and explain basic workflows to customers • You've begun learning SQL basics and can run simple verification queries with guidance • You've built strong working relationships with the support team and are actively learning from senior specialists • Customers experience you as responsive, reliable, and easy to work with
Responsibilities
• ACCOUNT OPERATIONS • Handle account unlocks, staff provisioning, and permission changes for customer organizations • Verify data state using read-only queries against customer databases • Process routine account requests efficiently and accurately • TICKET TRIAGE & ROUTING • Triage incoming tickets from Slack, email, and web forms using established runbooks • Categorize and prioritize tickets by urgency and impact • Route complex or technical issues to senior specialists with clear context and initial findings • Maintain accurate ticket metadata (tags, priority, customer, status) • PLATFORM LEARNING & DEVELOPMENT • Build foundational knowledge of Canvas platform configuration and clinical workflows • Learn to navigate the Canvas EMR, understand appointment types, note workflows, and basic charting concepts • Develop familiarity with Canvas documentation, FHIR API basics, and the plugin SDK • Shadow senior specialists on complex investigations to accelerate learning • CUSTOMER COMMUNICATION • Respond to straightforward customer inquiries with clear, empathetic communication • Set accurate expectations on timelines and next steps • Escalate with context — summarize what you've checked and what you've learned before handing off
Benefits
• $65,000 - $80,000 per year • Health Insurance (includes option with 100% family coverage) • Paid Maternity/Paternity Leave (12 weeks) • Flexible/unlimited PTO • Home Office Stipend
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