Customer Care Program Management is the driving force behind streamlining and optimizing complex processes. Our mission is to identify gaps and opportunities for product and process improvements, ensuring efficient operations, and exceptional customer service.

As a Customer Care Program Manager at athenahealth, you will play a pivotal and dynamic role in our organization, spearheading the planning, coordination, and execution of multifaceted programs that are instrumental in driving our continued success. Your responsibilities extend far beyond mere management; you are a strategic architect, a master communicator, and a guardian of efficiency and excellence.

Essential Functions (Duties and Responsibilities):

80% Program Leadership and Lifecycle (Most important job duty):

At the heart of your role is the leadership and strategic direction you provide our programs

You will define the overarching vision, set objectives, and develop comprehensive strategies that align perfectly with our organizational goals

Be the steward of program/project lifecycles, overseeing every phase from conception through completion

Meticulous planning, resource allocation, and risk management to ensure our programs are executed with precision and agility

Monitor progress, identify bottlenecks, and swiftly pivot when necessary, ensure optimal program progression

20% Collaboration with Cross-Functional Teams:

You will be at the epicenter of collaboration, working closely with cross-functional teams that bring diverse perspectives and expertise to the discussion

Bridge gaps, foster cooperation, and extract the best from each team member/stakeholder

Education & Experience Required:

An ideal candidate will have medical billing/US healthcare experience or have demonstrated the ability to rapidly learn the foundational concepts of US healthcare and medical billing

All candidates must possess a strong desire to learn, as well as embrace athenahealth's unique problem-solving and creative solutions-based approach to our work

Applicants should be excited by the prospect of working in a dynamic and collaborative environment of continual change/improvement, driven by our rapid rate of growth

As such, qualified candidates must possess strong analytical, communication, and organizational skills, and be very detail oriented to provide on-going support of client experience

Bachelor's degree or equivalent experience

Knowledge & Skills:

Excellent communication skills and effective networking with a broad base of internal and external constituents

Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same

Demonstrated ability to lead and influence others to foster collaboration and achieve desired results

Strong strategic planning skills to chart a clear course and navigate through complexity

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.