Account Manager - Hospital
Summary
athenahealth has now made the move into the hospital and health system market bringing its cloud-based service across the entire continuum of care. The Acute Care/Hospital Division manage the newest and most dynamic clients at athenahealth. athena currently has approximately +100 hospital and health system clients with an aggressive plan for growth.
The Account Manager is responsible for building effective relationships with athenahealth clients that result in high-levels of client satisfaction, retention and adoption of additional athena services. This role acts in a consultative manner across an assigned book-of-business to ensure clients optimize financial and clinical performance using athenaNet products and services and/or by driving the up-sell/x-sell of additional products and services to satisfy customers’ business needs.
The Account Manager coordinates all aspects of client interaction, develops conference call and meeting agendas and leads meetings involving the client, athena operations, sales and support personnel.
Additionally, the account associate is responsible for driving and tracking key projects identified and ratified by both the client and athena and is responsible for insuring that client contract terms are met.
Reporting RelationshipThe Account Manager will report directly to the Director of our Hospital Account Management team.
Job Responsibilities may include but are not limited to:

• Perform direct account service responsibilities for athena clients in accordance with the applicable segment's service model;
• Relationship management with C-Suite level; including establishing governance
• Maintain relationship with key client contacts that fosters an environment to drive client performance and minimize attrition risk (e.g., Practice Manager or Practice Director);
• Perform periodic review of client’s use of athenahealth and advise on ways to improve performance
• Establish and facilitate regularly scheduled meetings (mostly via phone) with assigned clients to discuss key success metrics and athena campaigns;
• Develop and maintain an understanding of best practices to use in coaching our clients to success;
• Achieve department scorecard goals including client satisfaction, revenue and performance metrics;
• Understand and ensure ongoing adherence to clients' contract terms;
• Maintain an awareness and understanding of healthcare industry changes;
• Identify X-sell/up sell opportunities for athena products & services; work w/Sales to track operations and help facilitate &/or guide the sales process per quota;
• Enforce company's policies and procedures as articulated in the Policy Manual, Compliance Plan and any other departmental policy documents;
• Demonstrate commitment to athena’s Corporate Compliance Code; including escalation of all compliance issues through the chain of command and to the company's Compliance Officer and/or General Counsel;
• Assess client issues through detailed requirement gathering
• Other duties as assigned including management of internal projects.

Account Management will demonstrate the following Role-specific Competencies:

• Business Understanding - Think cross-functionally and apply knowledge of broad business issues to innovate and forecast (estimate work parameters, expense, and Return on Investment).
• Influencing - Persuade others to accept ideas by using convincing arguments, creating win-win situations and responding effectively to your discussion partners or audience.
• Deciding - Evaluate possible alternatives, make timely determinations and choices with the best information available and initiate appropriate actions to implement decisions.
• Managing Business - Coordinate your work with others in the company. Improve efficiency. Realign process, projects and people to meet business objectives.

All athena employees must demonstrate the following Foundational Competencies:

• Integrity- We understand and follow our Integrity Standards, and we inspire others with our fair and responsible behavior ;
• Learning - We avidly pursue new knowledge, experience, information, understanding and skills. We listen to what others have to teach us and we proactively seek out additional information and tools.
• Teaching - We take time out of our work days to share what we know with our fellow Athenistas.
• Teamwork - We work together, putting group success over personal gain. We are flexible, both in terms of adapting to a changing business environment and in being open to different perspectives.

Experience: The ideal candidate has the following background and experience:

• Bachelor of Science degree required;
• 3 – 5 years of relevant professional experience;
• 0-2 years Working Knowledge of Hospital Revenue Cycle, Commercial Insurance / Managed Care, and/or exposure to EMR in a Sales, Services or Implementation Capacity
• A demonstrated history of accomplishment. This could be achieved in a top-tier consulting firm or having implemented change in a physician practice environment
• 1 – 2 years of Specific Experience in Account Management or a Customer Service Capacity
• 1 – 2 years of Specific Experience in Direct Sales, Sales Engineering or a Demonstrated Ability to Influence Decisions

Additional Requirements:

• Strong organizational and communication skills
• Travel 30% may be required

Account Manager - Hospital
Summary
athenahealth has now made the move into the hospital and health system market bringing its cloud-based service across the entire continuum of care. The Acute Care/Hospital Division manage the newest and most dynamic clients at athenahealth. athena currently has approximately +100 hospital and health system clients with an aggressive plan for growth.
The Account Manager is responsible for building effective relationships with athenahealth clients that result in high-levels of client satisfaction, retention and adoption of additional athena services. This role acts in a consultative manner across an assigned book-of-business to ensure clients optimize financial and clinical performance using athenaNet products and services and/or by driving the up-sell/x-sell of additional products and services to satisfy customers’ business needs.
The Account Manager coordinates all aspects of client interaction, develops conference call and meeting agendas and leads meetings involving the client, athena operations, sales and support personnel.
Additionally, the account associate is responsible for driving and tracking key projects identified and ratified by both the client and athena and is responsible for insuring that client contract terms are met.
Reporting RelationshipThe Account Manager will report directly to the Director of our Hospital Account Management team.
Job Responsibilities may include but are not limited to:

• Perform direct account service responsibilities for athena clients in accordance with the applicable segment's service model;
• Relationship management with C-Suite level; including establishing governance
• Maintain relationship with key client contacts that fosters an environment to drive client performance and minimize attrition risk (e.g., Practice Manager or Practice Director);
• Perform periodic review of client’s use of athenahealth and advise on ways to improve performance
• Establish and facilitate regularly scheduled meetings (mostly via phone) with assigned clients to discuss key success metrics and athena campaigns;
• Develop and maintain an understanding of best practices to use in coaching our clients to success;
• Achieve department scorecard goals including client satisfaction, revenue and performance metrics;
• Understand and ensure ongoing adherence to clients' contract terms;
• Maintain an awareness and understanding of healthcare industry changes;
• Identify X-sell/up sell opportunities for athena products & services; work w/Sales to track operations and help facilitate &/or guide the sales process per quota;
• Enforce company's policies and procedures as articulated in the Policy Manual, Compliance Plan and any other departmental policy documents;
• Demonstrate commitment to athena’s Corporate Compliance Code; including escalation of all compliance issues through the chain of command and to the company's Compliance Officer and/or General Counsel;
• Assess client issues through detailed requirement gathering
• Other duties as assigned including management of internal projects.

Account Management will demonstrate the following Role-specific Competencies:

• Business Understanding - Think cross-functionally and apply knowledge of broad business issues to innovate and forecast (estimate work parameters, expense, and Return on Investment).
• Influencing - Persuade others to accept ideas by using convincing arguments, creating win-win situations and responding effectively to your discussion partners or audience.
• Deciding - Evaluate possible alternatives, make timely determinations and choices with the best information available and initiate appropriate actions to implement decisions.
• Managing Business - Coordinate your work with others in the company. Improve efficiency. Realign process, projects and people to meet business objectives.

All athena employees must demonstrate the following Foundational Competencies:

• Integrity- We understand and follow our Integrity Standards, and we inspire others with our fair and responsible behavior ;
• Learning - We avidly pursue new knowledge, experience, information, understanding and skills. We listen to what others have to teach us and we proactively seek out additional information and tools.
• Teaching - We take time out of our work days to share what we know with our fellow Athenistas.
• Teamwork - We work together, putting group success over personal gain. We are flexible, both in terms of adapting to a changing business environment and in being open to different perspectives.

Experience: The ideal candidate has the following background and experience:

• Bachelor of Science degree required;
• 3 – 5 years of relevant professional experience;
• 0-2 years Working Knowledge of Hospital Revenue Cycle, Commercial Insurance / Managed Care, and/or exposure to EMR in a Sales, Services or Implementation Capacity
• A demonstrated history of accomplishment. This could be achieved in a top-tier consulting firm or having implemented change in a physician practice environment
• 1 – 2 years of Specific Experience in Account Management or a Customer Service Capacity
• 1 – 2 years of Specific Experience in Direct Sales, Sales Engineering or a Demonstrated Ability to Influence Decisions

Additional Requirements:

• Strong organizational and communication skills
• Travel 30% may be required