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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
As the Revenue Cycle & Case Escalation Management Director in Customer Care, you will be essential in building a strong team culture and structure, powered by efficient workflows to deliver exceptional outcomes for our most complex customer issues. Your strategic mindset and execution on continuous improvement will be key in generating strategies to gain actionable insights that will be directed back into Product and Revenue Cycle Management Service Teams.
At athenahealth, we pride ourselves on our innovative spirit and solution-oriented mindset. We thrive in a collaborative environment that embraces continual change and improvement, fueled by our rapid growth. If you have a strategic mindset and enjoy leading through change while working collaboratively with stakeholders, this is the perfect opportunity for you to make a significant impact. Join us in shaping the future of healthcare solutions!
Essential Functions (Duties and Responsibilities):
50% Drives Customer & Business Results
Enhanced Interventions: Oversee the intervention strategies for issues that require advanced support, improving the customer experience when challenges escalate beyond Level 1 or partner teams.
Performance Metrics and Reporting: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of issue management processes and driving outcomes, preparing regular reports to communicate progress and insights to stakeholders.
Contributing to Comprehensive Customer Journey: Build and maintain strong partnerships with Customer Care and other org leaders to drive positive results across all support functions throughout the company. Gathering insights from your teams and across the organization to drive a connected and holistic customer journey across the customer ecosystem that extends from Onboarding through Post-Live Support. Act as a go-to resource to stakeholders and customers for analysis and in-depth understanding of source data; demonstrate the appropriate level of product expertise for emerging services and new workflows. This includes the willingness to get on the phone with customers when necessary
40% Operational & People Management
Team Building and Leadership: Build, mentor, and lead a high-performing team of issue management professionals, fostering a collaborative environment that encourages continuous learning, accountability, influencing without authority and professional growth.
Resource Optimization: Develop and advance the skillsets of your teams to adapt to the ever-changing landscape of complex issues. Design team structure, processes and tools to focus on reducing waste, increasing transparency and driving timely customer engagements.
10% Develops & Nurtures Feedback Loops
Strategic Partnerships: Foster strong collaborations with Product, Services, CSM and other relevant teams to facilitate not only tactical problem-solving but also the development of strategic frameworks that create a continuous feedback loop between organizations.
Data & Issue Translation: Translate complex issues and data into comprehensible and compelling terms for multiple audiences, communicating the status and impact of issues with internal stakeholders in a way that demonstrates the ability to influence business decisions
Education & Experience Required:
Minimum of 8-10 years of experience in issue management, customer experience, or a related field, with at least 5 years in a leadership role
Bachelor’s degree or equivalent experience
8-10 years of experience working cross-functionally to achieve common goals in a complex organization
Proven track record of leading a large team and of inspiring others to take action through motivation and consensus-building
Knowledge & Skills:
Ability to understand issues related to highly technical or sophisticated product-based/service-related challenges
Written and verbal communication skills are succinct, logical, and relevant while being inclusive of good judgement at an executive level both internally and externally with customers, in consideration of key elements; audience, timing, and method of communication
Ability to manage multiple detail-oriented and time-sensitive tasks with strong organizational skills, ensuring accurate completion while balancing competing priorities.
Demonstrated ability to lead and influence others to achieve desired results
Models professional attitude and comfort working in a corporate setting populated by diverse types of people across multiple geographies; able to cultivate positive and productive team morale and maintain poise and a sense of humor in stressful situations
Strong understanding of Healthcare IT
Strong understanding of athenahealth’s products, services, and partners is a plus
Proven problem solving, analytical, and quantitative skills (Leveraging tools such as Microsoft Suite, JIRA and Salesforce)
For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:
California: https://www.athenahealth.com/salary-range/ca-nontech-director
Colorado: https://www.athenahealth.com/salary-range/co-nontech-director
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-director
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-director
New York: https://www.athenahealth.com/salary-range/ny-nontech-director
Washington: https://www.athenahealth.com/salary-range/wa-nontech-director
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.
https://www.athenahealth.com/careers/equal-opportunity
athenahealth Boston, Massachusetts, USA Office
80 Guest Street, Boston, MA, United States, 02135
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