Job Description

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  About Thalamus
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 Our mission is to help the right doctors practice at the right hospitals to treat the right patients. We leverage a passion for technology, medical education, equity, and data-driven research to optimize physician recruitment, starting with the medical residency recruitment process.
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 Our philosophy is that the opportunity to practice medicine in an ideal environment should be accessible to all, and ample medical research has shown that this results in patients getting better healthcare outcomes overall. We built a comprehensive interview management platform, backed by evidence-based research, to innovate, streamline, and optimize the residency recruitment process.
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 Our cloud-based software is used by hospital program administrators and faculty to manage all the moving pieces involved with application review, scheduling, interviewing (including virtually), scoring, and ranking. We work with ERAS (the centralized application clearinghouse) and the NRMP (where the match algorithm does its magic). Applicants use Thalamus to sign up for interviews in real time (like OpenTable) and manage their calendars.
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 Thalamus was born out of our founders&rsquo; first-hand experience navigating this stressful and costly process during a particularly challenging interview season disrupted by Hurricane Sandy. Since then, the company has scheduled over 4M interviews for 350K+ physicians. Over 750 academic medical centers and hospital systems in the US &amp; Canada &mdash; representing 7,000+ residency and fellowship programs in over 150 specialties &mdash; trust Thalamus to recruit their next generation of physicians.
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 With Thalamus's strategic collaboration with the Association of American Medical Colleges (AAMC) announced in April 2023, nearly all academic medical centers and all medical residency and fellowship applicants will use Thalamus going forward. We are the premier solution and experts in Graduate Medical Education (GME) recruitment. The company is backed by prominent VCs in Silicon Valley.
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 This is the critical phase in the life of a physician dedicated to the dream of practicing medicine. Every year, approximately 50,000 medical students apply, and 35,000 match, to become medical residents at hospitals throughout the US. We&rsquo;re honored to play our role in this process.
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  Role Description
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 As a Thalamus Customer Support Specialist, you will be a product expert and be ultimately responsible for delivering a Raving Fan customer experience to our users when they ask for help. You will report to the Senior Manager, Customer Support and work alongside other full-time Customer Support Specialists, as well as collaborate with our third party support contractors. As a Customer Support Specialist, your metrics for success include Customer Satisfaction and Time to Resolution &ndash; however, you will also support ticket deflection by contributing to our knowledge base and identifying themes in tickets that can be resolved through documentation, training, and/or product enhancements.
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  You will&hellip;
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   Act as a Thalamus product expert and resolve inbound customer tickets
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   Identify and escalate bugs to Engineering through efficient troubleshooting and adherence to escalation protocols
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   Deescalate unsatisfied customers through written or over-the-phone support and by demonstrating a high level of empathy and product expertise
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   Help support our product software delivery process through activities like assisting developing customer-facing user guides and aggregating customer feedback and product enhancement requests
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   Collaborate with our third party support contractors to ensure continuity of the Raving Fan experience
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   Provide occasional on-call weekend coverage
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  You should have&hellip;
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   Experience as a GME Program Coordinator or in technical support at a SaaS company
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   A technical aptitude and ability to pick up new technology quickly
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   Strong deductive reasoning skills
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   Excellent written and verbal communication
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   Attention-to-detail
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   An ability to thrive in a fast-paced and often self-directed environment
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   An ability to collaborate and work autonomously in a remote environment
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   A strong sense of empathy and orientation toward delivering customers a &ldquo;Raving Fans&rdquo; level of delight
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   Ability to work in the Central time zone
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  Bonus
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   Expertise in HR Tech and/or BI/Data Products
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   Experience as a Thalamus user
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  The salary range for this position is $65,000 and a grant of stock options. Final compensation will be determined based on experience, skills, and geographic location.
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 Our Mission, Vision, and Strategy ...
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  Our Mission (what We're Trying To Accomplish)
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 To help the right doctors end up in the right hospitals to treat the right patients
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  Our Vision (why It Matters)
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   To help doctors achieve their life dream of practicing medicine
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   To help hospitals serve their mission and their community
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   To help the broader healthcare system improve patient care
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  Our Strategy (how We're Going To Do It)
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 To use technology to fundamentally improve the process of helping match the right doctors to the right hospitals
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 Our Values ...
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  Bravery with Purpose:
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 We are leaders. Thalamus was founded to challenge the status quo, no matter how ingrained a process might be. We take chances while calculating risk. Even when opportunities don&rsquo;t go as expected we study our results and try again.
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  Imagination Optimized:
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 Imagination requires knowledge; without knowledge there are only ideas. At Thalamus, we imagine and create optimized solutions for our team, partners, and customers. We are flexible in approach, efficient in process, and nimble in scope and scale. We encourage personal and professional learning, collaboration, and growth.
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  Genuine Collaboration:
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 We are passionate about our work and how we do it. We support our team, partners, and customers with respect, integrity, and sincerity. We rely on each other to achieve our goals accurately and efficiently. We are a better company when we are a better team.
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 We are opportunistically equitable, so diversity, inclusion, and belonging can flourish.
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 Our Commitment ...
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 Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including &ldquo;distance traveled.&rdquo; Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions.
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   This position is based in the United States, and you must be legally authorized to work in the United States.
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