Solve problems that matter

Identify and solve problems that drive our mission forward. Prioritize rigorously by focusing on work that moves the needle for our customers and patients.

The clinical oncology team was asked to present about soon-to-be-released OncoEMR features to a large, diverse and important group of external stakeholders. Amila—who knows our products inside and out and can comfortably navigate any customer interaction—volunteered to help, in spite of the tight timeline. She developed slides for the presentation, drafted her talking points, and then ultimately led a successful, engaging conversation. Amila is continuously able to focus on solving the most pressing problem at hand, enabling her team’s success and continued growth.

Be kind

Take responsibility for your impact on the people around you. Recognize that being right without being kind isn’t enough.

Kyle recently went above and beyond to make a new mom’s transition back to work after maternity leave easier. The employee sent an email with a long list of requests—some urgent and some less-so—for the mothers’ room at our office, and within just a few hours Kyle had fulfilled all of her requests. Kyle’s consideration for his colleagues shows in how hard he works to make sure our office is a supportive, comfortable environment for everyone.

Start with why

Always provide context and share the goal before diving into the details. Make sure others understand the problem you’re trying to solve.

Neeraj has a reputation for being a responsive and helpful technical expert. He jumps in to help teammates troubleshoot, investigate issues and answer challenging questions. Neeraj consistently works to ensure we’re being thoughtful in our approach to problem solving—that we determine and address the root causes of issues that arise, and that we’re focused on solving the right challenges.

Think yes before no

Be open to new ideas and challenge the status quo. First explore how something can work, not why it won’t.

A colleague recently approached Rory with a question about whether following a certain path would be permissible from a legal perspective. Rather than responding with a quick “no”, Rory thought through the problem, consulted with co-workers, and landed on an approach that will not only allow our team to move faster, but is also more cost effective!

Focus on your customer

When our customers succeed, we all succeed. Represent the customer’s voice in all you do. Bring in their perspective and advocate for their long-term success.

On a daily basis, Lanie works with our customers to ensure that they are able to effectively use Flatiron’s technology to offer the best care for their patients. Lainie’s comprehensive knowledge of our products contributes to her ability to quickly respond to some of our customer’s most complex questions. Her colleagues are amazed by the patience and dedication that she exhibits day in and day out with all of Flatiron’s customers.

Seek feedback at 30%

Ask for feedback uncomfortably early and proactively offer it to others. Share unpolished work so you can iterate quickly on new information.

Anand is leading the development of a new OncoEMR feature—an intricate, cross-functional project—and has partnered closely with stakeholders from conception through planning and execution to ensure alignment. Anand has been vigilant about securing feedback early and often, which has led to the development of a high-quality feature that will be incredibly valuable for our customers and their patients.

Be willing to sit on the floor

Get your hands dirty and contribute in whatever way you can. Define yourself by the work you do, not by your title, position or seniority.

Tom recently partnered with a teammate on a service ticket, and spent the morning troubleshooting issues found during quality assurance review, despite the fact that the work didn’t fall squarely within his responsibilities. At the same time, he taught his teammate useful tips and tricks for troubleshooting when tackling similar issues in the future.

Know when to startup and when to scale

Recognize when it’s best to execute quickly, or when you should take more time to ensure scalability and sustainability. Identify the best approach to solve the problem at hand.

Angel recently recognized that building a feature in one of our systems would enable a more seamless and scalable process between a number of internal teams. She led a working group through the design, build and launch of the new feature. Her process and input serves as a model for other teams to evaluate when it is best to build scalable features in the future.

Learn, teach and grow

Be relentlessly curious. Learn from those around you and maintain a mindset of continuous improvement. Help others by sharing your expertise, answering questions and training your own replacement.

When Jeff first joined Flatiron through the acquisition of Altos Solutions, he developed the training guide for OncoEMR that we still use today. Jeff is actively involved in ensuring that the entire Provider Solutions team understands the training guide, keeps it updated and relevant, and gladly runs a monthly training session to ensure alignment. Jeff is particularly proud of being asked to move his desk tangent to the Support and Account Management teams so that he is able to more effectively share his intimate knowledge of OncoEMR.

Do the right thing

Make Flatiron a company you’re proud to be a part of. Create an inclusive environment for your colleagues. Respect the magnitude of our mission by being responsible and ethical.

Ashley recently contributed to developing a software solution for our practices that will help patients with chronic care management. Her curiosity, diligence, organization and leadership helped keep stakeholders focused and on track, while also balancing critical considerations that will inform the outcome of the project.