What are the responsibilities and job description for the Entry-Level Customer Support Engineer position at athenahealth?
Join us in creating a thriving ecosystem that ensures accessible, high-quality, and sustainable healthcare for all.
Position Summary : The Revenue Cycle Case and Escalation Management (RCCEM) team plays a crucial role in researching and resolving our most complex and sensitive client issues. As an Associate, you will be integral in ensuring timely and effective resolutions while driving actionable insights across our operations to enhance service alignment with client expectations.
Essential Functions (Duties and Responsibilities) :
- Client Issue Management (55%) : Collaborate with internal and external stakeholders to manage client issues using our Salesforce-based issue management system. Focus on meeting or exceeding turnaround times and quality standards. As issues are identified, facilitate outreach to operational teams for improvement and ensure communication of resolutions, root causes, and remediation actions to clients.
- Operational Data Analysis (15%) : Support internal teams by adhering to standardized issue reporting processes. Analyze issues to glean actionable insights and collaborate with peers to identify root causes and solutions.
- Influencing Roadmaps (15%) : Work with teams to contribute to service roadmaps by preparing comprehensive business cases that highlight problems, proposed resolutions, and their importance to our customers.
- Pursuing Better Client Outcomes (15%) : Seek opportunities to reduce case inflow and improve client sentiment through the development of training materials, suggestions for workflow improvements, and fostering collaboration with client-facing teams.
Education & Experience Required :
Knowledge & Skills :
About athenahealth :
Our vision is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We maintain a unique company culture that values innovation and teamwork, ensuring all employees feel their contributions are vital to our mission. We support a diverse workforce and promote employee engagement through various initiatives, including corporate social responsibility efforts that focus on food security, healthcare access, and STEM education.
Join us and experience a fulfilling career in a supportive work environment that encourages professional growth, collaboration, and a commitment to better healthcare outcomes.
