Voice of Customer, Survey Programs Administrator
Athenahealth
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Voice of the Customer (VoC) team at athenahealth is creating a culture where customers are at the core of everything athenahealth does. We sit within the Customer Success organization that manages the customer relationship from post-sales through maturation on our products and services. We enable the customer voice to be heard by collecting, analyzing and sharing their feedback to drive awareness and action among our product and service teams. We engage our customers in community and user groups and communicate how their feedback impacts product development.
The Survey Programs Administrator will manage, analyze, and synthesize customer feedback to understand top pain points and track trends over time related to the customer and product experience. They are responsible for building self-service and analytical tools to help provide reports, analyses, and insight into the performance of teams within Customer Success and will support regular report-out to the organization on both overall customer sentiment and customer response to our product releases. They will also establish relationships with members of various Commercial teams, with a particular focus on Customer Care, to understand their priority initiatives to surface VoC insights in support of service and organizational strategy.
Education, Experience, & Skills Required:
Bachelor’s Degree (BA/BS) required
1-3 years of experience with customer/ stakeholder relationship management.
Proficient with data analysis languages and tools such as SQL/Python/Jupyter/Pandas/Scikit-learn, R/RStudio
Proficient combining and analyzing data from multiple sources and systems
Interest in customer experience
Experience in revenue cycle, hospital, or large medical group operations a plus
Demonstrated experience with both quantitative and qualitative data analysis
Demonstrate effectiveness presenting to large groups with executive-level exposure
Demonstrated ability to analyze/synthesize data to identify and share patterns
Advanced knowledge of Excel functionality (including pivot tables, advanced formulas, and database connectivity)
Strong writing, editing, and communication skills
Demonstrated ability to influence cross-functional groups to achieve common goals
Ability to succeed in a fast-paced, constantly changing environment
Preferred: Experience with standard athenahealth software tools, including Salesforce, Microsoft Office Suite, MS Teams, and SharePoint
Behaviors and Abilities Required:
Excellent written and oral communications skills
Strong organizational skills and high attention to detail
Demonstrated ability to prioritize in a fast-paced environment, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to manager
Proven track record of setting and achieving measurable business results.
Demonstrated experience influencing in a matrixed environment.
Excellent investigative and problem-solving skills.
Ability to work independently as well as part of an extended, cross-functional team
Demonstrate a high degree of customer service and relationship building abilities with internal and external stakeholders
Willingness to engage in domestic travel <10% (may include travel to other athenahealth offices, conferences, training events, etc.)
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.