Extended Revenue Cycle Management Program, Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

The Extended Revenue Cycle Management (ERCM) Program, Manager supports the organization in efforts to drive performance of the following emerging services:

• athenaOne® Medical Coding
• athenaOne® Enhanced Claim Resolution

• athenaOne® Authorization Management

As the subject matter expert, the Program Manager will support customer needs throughout the lifecycle to reduce attrition, accelerate value realization and improve customer experience and satisfaction. This individual must support cross-functional teams in building their understanding and value of the services and strategically collaborate with Operations, Product, and Sales leadership to evolve our offerings to satisfy the needs of our customers. This lateral connection will improve the continuity of experience that each customer receives. This role works to drive accountability and engagement of our internal teams to ensure customers are seen through multiple lenses and receive optimal care for their specific needs.

Additionally, this Manager is the dedicated, cross-functional Customer Success leader in the Operations organization for the ERCM products and responsible for the contributing to its long-term growth and success. As experts in these products, they help the organization with market strategy, and how to evolve our products with the market, to achieve optimal growth and customer retention. They must influence and lead a cross-functional team of product DRIs who are responsible for enabling the broader organization to uniquely support prospects and customers.

Responsibilities:

50% Develop and Scale Customer Management Processes

• Facilitate information exchange between Customer Success Managers (CSM) and service tier teams.
• Influence information dissemination and adoption strategy of new features.
• Understand training journey and provide insight into training opportunities and guidance on where to invest in additional training. Act as an SME for training content.
• Surface opportunities to optimize case management process and inform agent training.
• Identify onboarding/configuration gaps and influence new programs, tools, and processes to address those gaps.
• Leverage data, customer insights and Customer Success deep dives to:

• Develop proactive and automated monitoring of client performance.
• Categorize and prioritize actionable drivers of client dissatisfaction and attrition.

• Collaborate on the development of metrics to support client value narrative and support efforts to enable Onboarding and CSM team on value narratives/performance coaching.
• Operationalize robust issue management process, including guided workflows with clear expectations and defined stakeholder responsibilities from pre-sale through post go-live.

25% Communicate strategy and create feedback loops between Operations, Product, & Sales

• Collaborate with and influence cross-functional ERCM leadership team to influence their product strategy and shape the vision of athenahealth products.
• Educate and inspire cross functional teams with the latest emerging market trends, direct customer feedback and analysis to elevate athenahealth's overall product capabilities and offerings.
• Evaluate and help to respond to top product optimization opportunities from clients, support resolution of product related prospect & client escalations.

25% Customer Support

• Support Onboarding and CSM with issue management by:

• Promoting more effective issue triage, including working directly with customers.
• Promoting more effective issue resolution in collaboration with Customer Care and TES.

• Manage and maintain the ERCM Customer Success Support Pathways and Resources for Issue Triaging, including the ERCM Teams Channels, Office Hours, and ERCM Resource Manual.
• Coordinate with cross-functional teams to assist with escalation and termination remediation.

Education & Experience Required:

• Bachelor's Degree
• 3-5 Years of Professional Experience
• 2 - 3 Years of Working Knowledge of Healthcare Revenue Cycle, Commercial Insurance / Managed Care, and/or exposure to EMR in a Sales, Services or Implementation Capacity, and/or specific experience in Account Management, Operations, or a Customer Service Capacity.
• Strong proficiency in Microsoft Office Suite, specifically Excel, Word, and PowerPoint.
• Ability to travel 10-15% nationwide.

Knowledge & Skills:

• Demonstrated project management, presentation, and problem-solving skills.
• Demonstrated strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Strong verbal communication and business writing skills.
• Proven ability to influence both customers and internal stakeholders.
• Proven ability to manage and prioritize multiple projects while paying strict attention to detail.
• Excellent listening skills and use of discovery questions.
• Comfortable handling difficult and escalated conversations with internal and external stakeholders.
• Ability to self-manage as well as participate effectively as part of an extended, cross-functional team.
• Creatively challenges the status quo to find new ways of working; looks for the opportunities that arise during times of change; readily adapts to new technologies, processes, roles.
• Ability to prioritize and multi-task in a fast-paced environment.
• Strong communication skills, including the ability to influence senior executives and lead presentations to external audiences.

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