Offer summary

Qualifications:

Bachelor’s degree preferred or equivalent industry experience of 3+ years., Strong communication and business writing skills., Experience with Microsoft Suite (Teams, Outlook, OneNote, Word, Excel, PowerPoint)., Understanding of instructional methods to meet diverse learning styles..

Key responsibilities:

Resolve escalated and complex portal cases to ensure high-quality support.

Provide coaching and training to Customer Care Analysts.

Manage real-time escalations and internal stakeholder inquiries.

Contribute to process improvement and develop team resources.

Job description

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

We are looking for a L2 Issue Resolution Senior Analyst to join our Service Delivery Quality team at AHI within our Technology Enabled Services division. Your job will be expected to provide a high level of service and exceptional support to both internal (L1/L3) and external stakeholders in a demanding, fast paced environment. The agent will be responsible for exceptional handling of escalated/complex portal cases and providing accurate resolution on CSM/client interactions to drive continuous improvement of our support services .

Job Responsibilities

Resolving Customer Care Analyst content related inquiries through Case, e-mail and IM
Resolving client inquiries and providing coaching/training to Customer Care Analysts
Resolving internal stakeholder inquiries e-mail and IM support
Managing real-time escalations of client inquiries via Case, e-mail and IM
Sources: Customer Care Analysts, Customer Care Managers and other internal athena stakeholders
Process Improvement, Iteration, Maintenance, and Projects
Develop and maintain team Resources
Build new resources to support new workflows as needed
Updating existing resources and processes as needed
Other special projects as assigned by Customer Care Managers
Internal and external client facing support
Operational/CSC Liaison advocate

Education & Experience Required

Bachelor’s degree preferred & 3+ years of equivalent industry experience.
Earn either a “meets” or above on most recent performance appraisal.
Experience with Microsoft Suite (Teams, Outlook, OneNote, Word, Excel, and PowerPoint) 
Strong communication and business writing skills
Understanding of various instructional methods and ability to use them to meet a myriad of learning styles

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can 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.

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.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. 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.

Learn more about our culture and benefits here: athenahealth.com/careers

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

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