Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
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.
Essential Functions (Duties and Responsibilities):
- 60% Lead the case escalation team (Most important job duty): Support the RCCEM mission and vision by supporting the Case Escalation & Management (CEM) program.
- Visibility into cases and performance management
- Curation of the issue management process, including triage and governance (ensure everything is captured)
- Strong collaborative cross functional partnerships across the stakeholder ecosystem, including Client Success, TES Service Integrity and Delivery, and the Product organization
- Create excitement and help drive a revolution in how athena views, prioritizes and treats client issues
- Coach and groom the team to perform at the top of their license
- 15% Influence Roadmaps: Leveraging strong cross functional partnerships to advocate for changes to service delivery, service offerings and/or product.
- Support RCCEM by telling the “impact story” by developing and socializing comprehensive business cases
- Use business cases 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.
- 5% 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
- 5% Client issue management : Support and drive improvements in client issue management by overseeing our single point of entry issue management system within Salesforce, ensuring team is focused on meeting or exceeding expected TAT and quality through close collaboration with client-facing and operational teams. Once clear drivers of client issues have been identified, facilitate team outreach to appropriate operational teams to improve client outcomes. Upon completion of specific issue resolution, ensure solutions and results can be communicated to clients as needed.
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:
- Previous people leadership experience preferred
- Demonstrated ability to lead and prioritize multiple projects simultaneously
- Proven ability in project management and/or cross-team partnerships
- Experience working with cross-functional groups and teams to achieve common goals
- Effective time management, logical problem solving and analytical skills with a demonstrated attention to detail
- Proven and effective verbal and written communication skills
- Proven history of improving workflows and processes
- Understanding of (or desire and ability to learn) medical terminology, EHRs, and US healthcare landscape
- Comfortable with Excel and/or other business tools (Smartsheets, Google tools, Sharepoint, etc.)
- Experience with athenahealth products and services a plus
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
