Manager, Client Implementation Support

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

The Position Summary:

We are looking for an Onsite Training Manager to join our athena Onsite Training team within our Customer Operations division. You will oversee a team of experts in our athenaOne products and services and support your team in providing best-in-class onsite support to clients during their implementation period. The Manager also plays a role in supporting our largest customer go lives to ensure a strong training strategy and to ensure our team’s success. They must have the professional presence, judgment, and influencing skills needed to guide client leadership to achieve optimal adoption of and maximum value from athenahealth products and services.

The Ideal candidate must possess the ability to build strong customer relationships and deliver customer-centric solutions. You can find creative ways to execute even when the solution may not be clear. You can clearly convey messages by understanding the unique needs of different audiences. You gain the confidence and trust of others through honesty, integrity, and authenticity.

The Team:

Our athena Onsite Training team provides onsite training and support for clients during their “go-live” period, which encompasses the formative first weeks of a client’s transition to athenahealth products. Onsite support occurs at client healthcare organizations throughout the United States and its territories. Onsite Training is within the Coaching and Training Services organization, who is focused on customer performance.

Travel Requirements:

This role requires some levels of travel, as onsite events are held at client locations throughout the United States. Managers are typically deployed to onsite projects to oversee high volumes of resources onsite. Travel demands fluctuate based on client needs and may require travel on short notice and rarely on weekends or holidays.

Job Responsibilities:

• 50% People Management
  • Manage team of 10 – 15 high travel direct reports, overseeing timesheet and expense submission on a weekly basis
  • Coordinate with team on project assignments and work with resource deployment team
  • Support onboarding team members with 30, 60, and 90 day check ins
  • Provide direct support through 1:1s to manage any issues and conduct bi-annual calibration and career coaching conversations
  • Support other team events, including annual onsite

• 25% Client Management
  • Work with large clients throughout the year in support of their training workstream to consult on onsite training strategy and approach
  • Travel to key client go lives to oversee team members onsite

• 25% Process Improvement
  • Support team functions and continuous improvement through ownership of an area of responsibility, which could include:
    • Team Onboarding Oversight
    • Vendor Coordination
    • Volunteer Coordination
    • Quality Assurance and Department KPIs/Metrics
    • Remote and non-traditional productive support

Typical Qualifications: 

• Bachelor’s Degree 
• 8+ years of experience in onboarding, implementation or professional services
• People management experience preferred
• Experience in a client-focused, fast-paced environment preferred 
• Project management expertise with ability to oversee multiple complex projects simultaneously 
• Ability to conduct thorough needs analysis to scope program development 
• Working knowledge of the revenue cycle and / or exposure to EHR / EMR in a sales, service, or implementation capacity for physician practices, hospitals, or health systems preferred; athenaOne experience preferred
• Experience or expertise with applications including, but not limited to, MS Office Suite, and all major web browsers (e.g., Internet Explorer, Chrome)

About athenahealth:  

• Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.   
• Our Location: This role is a flexible position with the team leadership based based in our downtown Atlanta, GA office in the Ponce City Market building.  
• Our Culture: At athenahealth, our employees (or “athenistas”) are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients, and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for company that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.  
• Our Perqs: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces, and dog-friendly offices - just to name a few. 

https://www.athenahealth.com/careers/equal-opportunity