Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Job Title: Manager, Revenue Cycle Case & Escalation Management
Position Summary: Revenue Cycle Case and Escalation Management (RCCEM) is the end of the line escalation team researching and resolving our most complex and sensitive client issues. RCCEM is the horizontal team responsible for driving actionable insights across Operations by providing visibility into the services we deliver, ensuring they align to athena’s value proposition and the service our customers expect. The Revenue Cycle Case Escalation & Management (RCCEM) Team is an important part of ensuring that when a client has a complex issue it is quickly, accurately, and effectively resolved. The RCCEM Manager strives to create visibility into case performance across Operations, driving consistency in terminology and measurement while championing our efforts to improve case resolution performance and the impact those efforts are delivering.
This Individual Contributing Manager (ICM) supports our Operations teams by consistently speaking to queue health, providing tools to better manage and monitor our queues and leveraging case data to gather and provide actionable intelligence to our partner teams. This ICM will support their team by engaging with peers to identify and clear barriers to resolution and help them to navigate high profile escalations as needed.
This ICM will be pumped up about problem solving and passionate about the impact it has on the services Operations provides our athenahealth clients and our tier 1 and 2 teams within Customer Care. They get excited about interacting directly with people and teams and being their partner, advocate and coach, to ensure they have the right tools, relationships and confidence to engage with their peers to successfully navigate the ever-developing issue management journey.
Essential Functions (Duties and Responsibilities):
- 50% Lead High Profile Client Escalations (Most important job duty): Champion RCCEM’s mission and vision by supporting and leading the Case Escalation & Management (CEM) program’s most sensitive escalations.
- Develop and maintain professional and productive ongoing client relationships as it relates to service related issues
- Provide leadership in the overall issue management of high-risk client issues as it relates to Operations rapport and tactfully manage a range of issues for clients considered term risks, clients in relationship degradation, experiencing prolonged and expanded service shortfalls, and/or at high financial risk.
- Meet with clients and stakeholders weekly, biweekly, monthly, or as necessary to provide senior level escalation engagement updates
- Ensure a direct impact to customer perception of athena by providing a high-quality issue management client experience
- Resolve sensitive client service issues and challenges as the final escalation point
- Coach and groom the team to perform at the top of their license
- 20% RCCEM Project Management and Data analysis: Support Operations by driving all to adhere to the standardized issue reporting process governed by athenaNation’s single source of truth.
- Ensure the right types of information are being used to enable analysis of issues so actionable insights can be gleaned
- Provide case analysis and comprehensive client sentiment trends and drivers
- Work closely with peers, partner teams and clients to identify root cause and agreed upon solutions
- Business cases should initiate formal charters and should include a summary of the business problem, the suggested approach to resolve, why it is important to our customers and our business, success statement, strategic alignment and what should be in and out of scope
- Apply comprehensive project management skills to manage project life cycle to ensure top quality deliverables
- 15% Influence Stakeholders: Leveraging strong cross functional partnerships to advocate for changes to service delivery, service offerings and/or product.
- Act as a liaison between issue management and product/service owners to satisfy client needs while operating within internal parameters
- Use business cases/project charters to tell the “impact story” to create a strong sense of client benefit to facilitate effective advocacy
- Track implemented changes to validate desired results
- 15% Pursue Better Outcomes for Clients: Ensure the team pursues opportunities to reduce case inflow and improve client sentiment by: creating training and/or communication materials; suggesting workflow and quality improvements to the proper teams; or otherwise driving fellowship with client-facing teams and clients.
Education & Experience Required:
- An ideal candidate will have medical billing/US healthcare experience or have demonstrated the ability to rapidly learn the foundational concepts of US healthcare and medical billing
- All candidates must possess a strong desire to learn, as well as embrace athenahealth's unique problem-solving and creative-solutions based approach to our work
- Applicants should be excited by the prospect of working in a dynamic and collaborative environment of continual change/improvement, driven by our rapid rate of growth
- As such, qualified candidates must possess strong analytical, communication, and organizational skills, and be very detail oriented to provide on-going support of client performance
- Bachelor's degree or equivalent experience
Knowledge & Skills:
- Comfortable with Excel and/or other business tools (Smartsheets, Google tools, Sharepoint, etc.)
- Proven ability in manipulation of large data sets to understand root causes and trends
- Proven and effective verbal and written communication skills
- Research skills; via phone, websites, payer manuals, etc.
- Ability to identify issues and recommend process improvements
- Ability to work as part of a team and/or independently; strong awareness when to loop in others to problem-solve
- Proven ability in project management and/or cross-team partnerships
- Detail-oriented with good client management & interpersonal skills
About athenahealth
Here’s ourvision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices across the United States and India —plus numerous remote employees —all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story.athenahealth develops andimplements products and services that support US healthcare: It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — orathenistas, as we call ourselves — spark the innovation and passion needed to accomplishour goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing theirbestselves to work.
Our size makes a difference, too: We are small enoughthatyourindividual contributionswill stand out— butlarge enoughto grow your career with ourresources and established business stability.
Giving back is integral to our culture. OurathenaGivesplatform strives tosupport food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’sCorporate Social Responsibility(CSR)program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.
We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe 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.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at taoperations@athenahealth.com for assistance.
https://www.athenahealth.com/careers/equal-opportunity
