Join our dynamic Revenue Cycle Case and Escalation Management (RCCEM) team, where you will play a pivotal role in tackling our most complex and sensitive client issues. As the final escalation point, our team is dedicated to researching and resolving challenges that require a keen eye for detail and a commitment to excellence.

In this role, you will be at the forefront of driving actionable insights across Product and Revenue Cycle Management, ensuring that our product and services not only meet but exceed athenahealth's value proposition and the expectations of our clients. Your contributions will be essential in creating visibility into case performance, fostering consistency in terminology and measurement, and championing initiatives that enhance case resolution performance.

At athenahealth, we pride ourselves on our innovative spirit and solution-oriented mindset. We thrive in a collaborative environment that embraces continual change and improvement, fueled by our rapid growth. If you are a naturally curious individual with a strong desire to learn and grow, this is the perfect opportunity for you to make a significant impact while collaborating with passionate colleagues. Join us in shaping the future of healthcare solutions!

Essential Functions (Duties and Responsibilities):

Customer Focus

Follows team expectations and methodology to manage complex issues and escalations to resolution using the CRM platform (Salesforce).
Maintains consistent communication with internal and external stakeholders including direct customer communication.
Provides feedback to improve service delivery, service offerings, and/or product.

Analytical Thinking

Leverages wide breadth of existing tools and resources efficiently and effectively to troubleshoot issues.
Suggests workflow and quality improvements to reduce case inflow and improve client sentiment.

Plans and Aligns (Project Management)

Develops a plan identifying tasks and reasonable timelines
Determines appropriate prioritization for completing work.
Assigns tasks appropriately across teams.
Identifies potential obstacles or challenges

Support Others

Contributes to continuous learning by actively participating in team operating mechanisms, such as teams channels, meetings, office hours, and working sessions.
Shares content knowledge and best practices to assist your peers.

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.
Bachelor's degree or equivalent experience

Knowledge & Skills:

Customer-centric mindset characterized by empathy, collaboration, and advocacy.
Strong written and verbal communication skills, enabling effective interaction with all organization level and stakeholders.
Expertise in problem-solving, with the ability to analyze large data sets to identify root causes and trends.
Proven capability to analyze data, surface trends and insights, and provide actionable recommendations.
Ability to work independently and as part of a team, knowing when to involve others for effective problem-solving.
Strong project management skills, including planning and aligning tasks, resources, and timelines.
Tenacious and accountable, able to navigate complexity and overcome obstacles.
Knowledgeable in coding systems (ICD-10, CPT, HCPCS), medical terminology, anatomy, and physiology.
Proficient in Excel and other business tools (Smartsheets, Google tools, SharePoint, etc.)

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.