Supervisor Operations- Complex Case Team job - athenahealth - Belfast, ME

Our Culture:
A vital part of our culture is its transparency. How many organizations do you know where every employee is officially classified as an “insider,” with the ability to openly challenge their leaders? We encourage new ideas—and you can expect them to be constructively debated! Disruption is a constant that enables us to operate at a fast pace within a flat hierarchy, with meetings held behind glass walls so everyone can see the company’s ongoing collaborative teamwork. At athenahealth, every employee is expected to act as both teacher and learner.

Position Overview:
The Supervisor is charged with the mission of developing and implementing continuous process improvement projects to ensure athenahealth is the leading provider of high quality remittance processing services. (S)he will ensure project priority in order to develop solutions and measurable outcomes that will have a positive impact on Athena, the Posting Department and our clients by creating a scalable posting quality operation that applies the best of technology, standardization and aggregation to healthcare processes. The Supervisor must be a strong analytical problem solver who can motivate others to achieve deliverables and strive to make athena’s posting organization world class. (S)he will be the catalyst of ideas that bridges the knowledge source between our Process Innovation Team, software developers, leadership and vendors and must be comfortable communicating and collaborating with all groups.

The Supervisor will be responsible for the assignment and completion of projects from inception to completion, ensuring deliverables is met along the way. In managing these more high profiled, multi-department projects (s)he will be responsible for building and maintaining effective relationships with project stakeholders, peers and athenistas across various levels and departments to ensure the success of the posting quality program. They must be capable of sharing information and complex ideas in a clear and compelling manner, gaining buy-in through effective public speaking, documentation and use of visual aids.

Duties and Responsibilities: Manage Posting Quality process to identify root cause of issues in order to resolve, communicate and educate stakeholders to ensure the root cause if rectifiedManage and motivate team of Operations Analysts/Associates to analyze and create possible solutions that enhance the client experience Management of various project plans and associated reporting mechanisms by gathering historical data, current data, posting workflows and functionalities, etc. through research and analysis in order to fully understand the cause and effect of project actions across departments Communicate identified issues, create workflow policy and directive procedures based on established Posting Point of View statement Strive to work within the same level and understand all aspects of the position, condensing and combining the wide range of knowledge and experience of the team Independently create, lead, develop, research and resolve business process design and re-engineering projects related to athenahealth’s internal service operations using Excel, SQL and Access data Serve as liaison between operations, vendors, and various cross-functional project management teams using creative solutions to solve complex issues and achieve project execution Monitor key project(s) deadlines and deliverable schedules to ensure that critical project milestones are met and tasks are completed on time Create and document formal project documentation which includes modifications and development needs required for achievement of business goals and communication of project status and expected completion date to all stakeholders, direct managers and team Create, share and ensure implementation of directives with vendorsAchieve radical, measurable performance improvements in a scaled service operation Outline business requirements for key workflows and process points Facilitate contributions of cross-functional resources to the project(s) Assist with the definition of policies, procedures, training and documentation requirements to support effective, well communicated and timely service changes Interpret current policies and procedures and ensure that all members of Operations are performing within the parameters of those policies and procedures; Track and recommend metrics to ensure high quality work product and identify opportunities for procedural improvement Other duties as assigned by LeadershipQualifications: Deep quantitative skills and an understanding of data usage for daily management and for analytics;Ability to evaluate personnel performance against established goals An open mind; Enthusiasm, idealism, creativity, dedication and a little bit of attitude; Ability to work collaboratively to get results; Ability to interact and communicate effectively with the process innovation team, technical development team, directors, managers, vendors and peers; Organization; Attention to Detail; Ability to multi-task; Excellent oral and written communication skills;Flexibility and the ability to handle rapidly changing priorities as needed Ability to provide feedback and motivate others Comfortable working in a professional, diverse corporate setting; Ability to maintain poise and a sense of humor in stressful situations. SQL knowledge strongly preferred athenahealth, Inc. is a leading provider of web-based business services for medical groups. athenahealth’s service offerings are based on proprietary web-native practice management and electronic health record (EHR) software, a continuously updated payer knowledge-base, integrated back-office service operations, and automated and live patient communication services.