Customer Care Central Desk Associate job - athenahealth - Belfast, ME

Customer Care Central Desk Associate/Senior Associate

You are a driven achiever who loves personal and professional challenges. You strive in working collaboratively to solve complex problems and enjoy interacting with customers. You are calm under pressure and manage multiple, time-sensitive projects with competing priorities, without breaking a sweat.

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?

What is the Customer Care Central Desk at athenahealth?

The Central Desk manages issues across all of athenahealth’s products and services. Management of these issues often involves client communication to gather information, marshaling internal resources to develop and implement solutions, and assisting client service teams in communicating resolution. Associates in this role will handle issues of varying priority, often with guidance from Managers and Senior Managers in instances of high complexity or priority.

In addition to direct issue management, the Central Desk acts as a communication hub for both internal teams and our clients. This proactive communication is especially critical for our largest clients who need to be aware of issues across their networks. The Central Desk’s primary goal is to create a ‘private client experience’ where every athenahealth client feels as if they are amongst our most important.

Central Desk Associates will be on the cutting edge of issue management at Athena—gaining exposure and knowledge of teams and products across athenahealth. This exposure is paramount to building a strong foundation as an athenista.

Responsibilities include but are not limited to:

As a member of our team, you will handle complex and business critical issues for our clients. Associates will receive guidance and training from veteran issue managers on the team. You will also join meetings with leaders in Operations and Client Services. On the Central Desk, you can form valuable relationships which will serve you well in your athena career.

• Drive resolution of issues from receipt and discovery through confirmation of successful resolution.


• Work with cross-functional operating teams to ensure appropriate focus and cooperation during resolution phase.


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


• Develop a thorough understanding of all athenahealth products and services, acting as a versatile subject matter expert. Become capable of assisting with issue management across all products (Clinicals, Collector, Communicator, and Technical Infrastructure).
  

What skills and experiences will make you successful?

• Strong drive and deep expertise which can be leveraged to research, analyze, and resolve complex projects.


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


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


• Be able to form a concise and clear ‘business need’ case to internal stakeholders. Business writing skills are a necessity and something we will consistently work to develop in associates.


• Goal of exceeding client expectations by delivering exceptional service.


• Experience participating in cross-functional working groups through resolution of high-priority, time-sensitive issues, while maintaining a healthy, collaborative tone.


• Success managing simultaneous, cross-functional, mission-critical issues under tight deadlines.


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


• 2+ 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