What are the responsibilities and job description for the Senior Customer Support Associate position at athenahealth, Inc.?
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Senior Customer Support Associate
We are looking for a Senior Customer Support Associate to join the EDI team within our Technology Enables Services department. In this role, the Senior Customer Support Associate will act as a vital resource within the aEDI team providing comprehensive support to customers using aEDI and the athenaPractice revenue cycle system. This role involves collaborating with customers to facilitate EDI transactions and streamline related workflows and EDI data integrations.
The Senior Customer Support Associate will triage customer support cases submitted via phone or CRM. Cases will be related to a wide range of EDI solutions deployed within the athenaPractice customer base and include questions, routine support, complex issue resolution, software deployment, system configuration, payer enrollment, and escalations related to EDI workflows and EDI data integrations. The Senior Customer Support Associate will also lead or actively participate in projects that focus on enhancing quality, efficiency, and outcomes for our business and our customers. The ideal candidate will possess an understanding of EDI processes and data integrations, strong problem-solving skills, and a commitment to delivering exceptional customer service.
Job Responsibilities
Resolve customer support cases, through issue intake, troubleshooting and research, including comprehensive workflow and/or technical documentation of resolution.
Troubleshoot claim rejections, payer report, and remittance processing issues reported by customers, ensuring satisfactory resolution.
Deploy and support new features, including EDI related software upgrades for compliance with aPractice version upgrades, regulatory requirements, vendor updates, and payer mandates.
Cultivate and sustain trusting relationships with customers to foster collaborative partnerships.
Interface with customers via phone, on line meetings, and in case work.
Thoroughly document solutions in applicable systems.
Exhibit strong customer management skills, clearly communicating expectations, deliverables, next steps, and commitments.
Collaborate within a team environment, supporting and covering for colleagues as needed.
Effectively manage and prioritize a queue of multiple customer cases, project and internal initiatives.
Typical Qualifications
Bachelor’s degree in a related field
2 years of software product implementation or support in a Healthcare IT or Healthcare Operations environment
2 years of experience with Revenue Cycle Management systems and related EDI processes
2 years of experience with implementing or supporting EDI claims, remittance, eligibility and/or electronic statements
2 years preferred experience with athenaPractice based applications
Analytical thinking and systematic approach to issue troubleshooting
Demonstrated ability to work independently and collaboratively within assigned teams
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-sr-associate
Colorado: https://www.athenahealth.com/salary-range/co-nontech-sr-associate
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-sr-associate
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-sr-associate
New York: https://www.athenahealth.com/salary-range/ny-nontech-sr-associate
Washington: https://www.athenahealth.com/salary-range/wa-nontech-sr-associate
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 taoperations@athenahealth.com for assistance.
https://www.athenahealth.com/careers/equal-opportunity
