Job Description

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

CX Support Analyst for the Clinicals team within Customer care department is responsible for investigating, resolving, and addressing inquiries related to clinical workflows within Athenahealth’s Clinicals EHR and Communicator product. This role ensures that physicians and clinical staff can effectively manage encounters, appointments, charts, documents, faxes, and patient communications by identifying and resolving workflow issues in a timely and accurate manner.

Role Requirements:

• Bachelor’s degree in any discipline.

• 2-4 years of experience in RCM (but not mandatory) or equivalent experience in any Customer support or product support domain (Preferred but not mandatory).

• A candidate should possess the skills necessary to provide consistent, effective customer service support while demonstrating strong analytical, communication, and organizational abilities, being detail-oriented, and maintaining a client-centric approach.

• Candidates must possess a strong desire to learn and adapt to frequent changes to the product.

• Embrace creative solutions-based approach to resolve the issues/tickets created by the client.

• Applicants should be flexible to work in a 24/7 client support environment

Key responsibilities:

• Issue resolution Analyse and resolve queries related to encounters, appointments, charting, documentation, fax management, and patient communication workflows.

• Root cause analysis Research and diagnose workflow problems, identify trends, and recommend corrective actions.

• Collaboration Work closely with internal/external teams and support teams to ensure timely resolution of clinical workflow issues.

• Documentation Maintain clear records of issues, resolutions, and best practices to support knowledge sharing and continuous improvement.

• Client communication Address both internal and external inquiries with professionalism, ensuring client satisfaction and confidence in issue resolution.

• Driving results: Ensure adherence to SLA by resolving issues within defined timelines while maintaining high CSAT scores. Drive quality and accuracy in issue resolution, guaranteeing timely support that minimizes workflow disruptions

• Ownership and Accountability: Demonstrates a strong sense of responsibility by taking full ownership of tasks, challenges, and outcomes.

Technical & Functional Skills:

• Exposure to any Technical proficiency – Hands on using CRM systems and ticketing tools or troubleshooting software (Preferred but not mandatory)

• Analytical & Logical Thinking

• Ability to analyze and think out of box while resolving issues

• Ability to identify the root cause of the problem

• Problem solving skills – Applying structured thought process to solve the issues.

• Product & Functional understanding – Ability to understand end-user workflows and to connect product behavior.

Soft Skills:

• Communication Skills: Clear verbal and written communication

• Behavioral & Soft skills

  • Active listening

• Customer first mindset with strong ownership

• Adaptability to frequent product updates or workflow changes

• Time Management: Meeting the quality expectations by managing the daily deliverables.

• Adaptability: Ability to work in a dynamic environment with frequent changes and regular updates to the product.

• Decision making – Ability to prioritize issues based on impact and urgency

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