Executive Support Center Manager job - athenahealth - Belfast, ME

Healthcare may not be your area of expertise, but you know that it’s broken and our society needs to fix it. Healthcare providers want desperately to improve their industry but face barriers – one central barrier being the operational issues and problems that arise on a regular basis due to the complicated, ever-changing nature of the healthcare environment. Are you up for the challenge of helping to improve this critical industry?

athenahealth Overview:

athenahealth is a leading provider of cloud-based, electronic health record, practice management, and care coordination services; and aims to revolutionize healthcare by building the nation’s first health information backbone. We combine world-class products with services that leverage the power of co-sourcing – partnering with our customers to achieve exceptional performance. We strive to be medical care givers’ most trusted service, helping them do well by doing the right thing, and we are leading a crusade to fix healthcare. Please join our crusade!

What is the Executive Support Center at athenahealth?

Across product and operational lines, the Executive Support Center handles issues that require concentrated focus, identifying solutions, marshaling internal resources, and tracking to resolution. We engage directly with senior client executives to ensure our largest, most strategic clients receive the same caliber of service they expect from private banking, while staying true to our goal of building a network product.

Responsibilities include but are not limited to:

As a member of our team, you will handle our most complex and business critical issues for our largest, strategic customers. No level of service can improve upon never having an issue, so you will drive a cycle of continuous improvement by researching and championing root cause resolution. More specifically, you will:

• Drive resolution of complex, technical issues from receipt and clarification through confirmation of successful resolution. Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation during resolution phase


• Receive escalated issue calls from senior client executives with confidence, competence and empathy


• Work collaboratively with Account Management to communicate issue resolution and/or necessary action to affected clients


• Develop a thorough understanding of athenaNet, focusing on introducing client executives to the technical aspects and requirements of athenaNet also advising on best practices & process improvements


• Understand the underlying business data and basic table structure in athenaNet and how that data relates to business problems faced by our customers. Understand the impact of each new software release on the technical functionality in the application
  

What skills and experiences will make you successful?

• Strong drive to build deep expertise and leverage that expertise to research, analyze, and resolve complex projects


• Exceptional problem solving skills, including a proven history of rapidly learning complex processes and technology environments


• Zeal for exceeding client expectations by delivering exceptional service


• Comfort communicating with customer executives (i.e. CFOs, CIO, VP/Dir of IT, etc.) through clear, concise verbal and written communication


• Experience driving cross-functional teams through resolution of high-priority, time-sensitive issues, while maintaining a healthy, collaborative tone


• Ability to create effective strategies and execution plans when faced with incomplete and ambiguous information


• Success managing simultaneous, cross-functional, mission-critical projects under tight deadlines, without breaking a sweat


• Bachelor’s degree or equivalent experience demonstrating project management and customer service skills


• 3-5 years of relevant professional experience. Less experienced candidates with exceptional track records are welcome to apply.


• Enthusiasm, idealism, creativity, dedication and a little bit of attitude