Patient Engagement Operations Analyst - athenahealth - Belfast, ME

Overview: The PEO Analyst will be expected to provide a high level of customer service through direct patient communication and coordination with athenaHealth practices to ensure patients receive comprehensive individualized health care support. This role supports an exciting new athena product and service offering. As a member of the newly created Patient Engagement Operations team, the PEO Analyst will help to develop and test new workflows and provide feedback for refining processes, product design, and efficiencies. An ideal candidate for this role is a self-starter, who is comfortable working independently, has a positive attitude, an open mind to new challenges, and a passion for entrepreneurial work.

Qualifications:

All candidates must possess the skills necessary to provide consistent, effective customer communication, a strong desire to learn, as well as embrace athenahealth’s unique problem-solving and creative-solutions based approach to our work while adhering to our Corporate Compliance Code. Applicants should be excited by the prospect of working in a dynamic environment of continual change/improvement, driven by our rapid rate of growth. As such, qualified candidates must possess strong analytical, communication (including written & verbal communication and strong documentation skills), organizational skills, and be detail oriented. The PEO Analyst must be able to work with minimal supervision and collaborate with immediate team members as well as cross functionally. This individual must possess a proven ability to manage multiple tasks and deliver each task on time.

Responsibilities:

• Provide high level of customer service in direct patient communication and coordination with athenaHealth practices to ensure patients receive comprehensive individualized health care support


• Properly manage phone queues in accordance to quality standards and production targets. Typical environment includes launching outbound calls and answering inbound returned calls


• Communicate effectively with internal teams and external clients/partners to deliver product information, properly managing client/ patient expectations and provide prompt status updates


• Working cross-functionally (this may include multiple departments, divisions, states and countries) to continuously improve our service


• Maintain up-to-date knowledge of athenaNet application’s functionality, specifically as it relates to athenaClarity screens, patient scheduling, and later, hospital scheduling


• Willingness to support CSC call volume or Communicator Operations cases/tasks on occasion as needed


• Accept full ownership of special work and/or project assignments


• Fully participate in the drive to accomplish all department and corporate goals


• Become an engaged, and active participant in athenahealth’s teaching and learning culture

Additional qualifications include:

• Bachelor’s degree preferred but not required

• Exceptional customer service skills and ability to manage client/patient expectations


• Excellent communication skills (particularly listening and speaking)


• Willingness to vary job responsibilities and adapt as required to meet business needs including working flexible hours and assisting with CSC/Communicator teams’ work as need arises


• Sound judgment, possessing the ability to identify potential problems and understanding the correct persons to involve in the solution or participate in their resolution


• Results oriented with the ability to balance other business considerations


• Strong attention to detail. Able to keep track of numerous detail-intensive tasks and ensure their completion and accuracy


• Application experience with many applications including, but not limited to MS Office, MS Outlook/Exchange and Internet Explorer


• Familiarity with Internet Web Browsers. (IE6, IE7, IE8, Firefox, Chrome etc.) desired


• Ability to multitask in a demanding, fast paced environment. Extreme comfort level with having multiple windows open, systems up and running, quickly navigating between screens, all while providing excellent service to our customers, responding to emails and resolving client cases, often simultaneously

Key words:

customer service, support specialist, technical support, IT personnel, call center, population health, patient outreach

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.

Please apply online.