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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
Join our dynamic Revenue Cycle Case and Escalation Management (RCCEM) team, where you will play a pivotal role in tackling our most complex and sensitive client issues. As the final escalation point, our team is dedicated to researching and resolving challenges that require a keen eye for detail and a commitment to excellence. This role specifically needs to be filled by an individual with experience in Medical Coding.
In this role, you will be at the forefront of driving actionable insights across Product and Revenue Cycle Management, ensuring that our product and services not only meet but exceed athenahealth's value proposition and the expectations of our clients. Your contributions will be essential in creating visibility into case performance, fostering consistency in terminology and measurement, and championing initiatives that enhance case resolution performance.
At athenahealth, we pride ourselves on our innovative spirit and solution-oriented mindset. We thrive in a collaborative environment that embraces continual change and improvement, fueled by our rapid growth. If you are a naturally curious individual with a strong desire to learn and grow, this is the perfect opportunity for you to make a significant impact while collaborating with passionate colleagues. Join us in shaping the future of healthcare solutions!
Essential Functions (Duties and Responsibilities):
Customer Focus
- Follows team expectations and methodology to manage complex issues and escalations to resolution using the CRM platform (Salesforce).
- Maintains consistent communication with internal and external stakeholders including direct customer communication.
- Provides constructive feedback to improve service delivery, service offerings, and product outcomes.
Analytical Thinking
- Leverages wide breadth of existing tools and resources efficiently and effectively to troubleshoot issues.
- Suggests workflow and quality improvements to reduce case inflow and improve client sentiment.
- Contributes to team initiatives to improve department processes and tools.
Plans and Aligns (Project Management)
- Develops a plan identifying tasks and reasonable timelines
- Determines appropriate prioritization for completing work.
- Assigns tasks appropriately across teams.
- Identifies potential obstacles or challenges that could impact the completion of tasks.
Mentor Others
- Promotes continuous learning by taking the lead in team discussions, fostering an environment for knowledge sharing and best practices.
- Mentors peers in effective escalation and project management by offering support, validating their work, providing constructive feedback, and shadowing them during calls.
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.
- Bachelor's degree or equivalent experience
- Certified Professional Coder (CPC) or equivalent
Knowledge & Skills:
- Customer-centric mindset characterized by empathy, collaboration, and advocacy.
- Strong written and verbal communication skills, enabling effective interaction with all organization level and stakeholders.
- Expertise in problem-solving, with the ability to analyze large data sets to identify root causes and trends.
- Proven capability to analyze data, surface trends and insights, and provide actionable recommendations.
- Ability to work independently and as part of a team, knowing when to involve others for effective problem-solving.
- Strong project management skills, including planning and aligning tasks, resources, and timelines.
- Tenacious and accountable, able to navigate complexity and overcome obstacles.
- Knowledgeable in coding systems (ICD-10, CPT, HCPCS), medical terminology, anatomy, and physiology.
- Proficient in Excel and other business tools (Smartsheets, Google tools, SharePoint, etc.)
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices 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 and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our 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 their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support 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’s Corporate 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, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we 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.
Top Skills
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
