athenahealth
Emerging Product Services, Associate - Patient Live Operator
🇺🇸Belfast, Maine, United States2 days ago
$51,000 – $87,000MidFull Time
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
Help shape the support experience for emerging athenahealth products and services. In this role, you will respond to internal and external stakeholder questions, troubleshoot complex issues, complete defined project deliverables, and help drive timely resolution for customer-facing product support. You will work across a rotating set of support focus areas and contribute to improvements in workflows, documentation, and customer experience. This role is hybrid and reports to the Emerging Product Services Senior Manager.
About the Team:
The Emerging Product Services team supports new products and services as they move through alpha and beta stages by creating enablement paths, supporting customers, documenting known issues, and identifying gaps for Product and Operations. The team partners closely with Product, Customer Success, Operations, and other internal stakeholders to help ensure new offerings are stable and ready to scale. The team uses tools and systems such as Salesforce, Confluence, JIRA, and product knowledge resources to manage support and documentation. This work helps prepare new solutions for broader launch and ongoing operational support.
Essential Job Responsibilities:
Troubleshoot and resolve customer-reported questions and issues by replicating the end-user experience and researching available help resources.
Serve as a customer advocate by identifying support pain points and recommending improvements to workflows and service delivery.
Execute standard operating procedures for product delivery tasks, knowledge updates, issue escalation, and customer support follow-up.
Maintain and improve knowledge content and process documentation to support consistent and effective service.
Communicate project status, timelines, deliverables, and risks to manager, customers, and project stakeholders.
Support Premium Patient Communication pilots by coordinating client and patient interactions and helping drive adoption of the program.
Resolve Salesforce cases related to Live Operator services, including post-launch protocol updates and customer-reported product or service issues.
Review case data and service files to identify recurring issues, trends, and opportunities for process improvement.
Use AI-enabled tools available in daily work to help organize case information, draft responses, and identify patterns more efficiently while applying sound judgment and following established review processes.
Additional Job Responsibilities:
Assist in refining SOPs, templates, and internal guides to improve clarity and usability.
Support post-launch Live Operator customers by troubleshooting broken protocols and helping improve utilization.
Collaborate with team members on issue tracking, escalation paths, and process consistency.
Participate in special projects related to emerging products and customer support readiness.
Contribute to continuous improvement discussions by sharing observations from support trends and customer feedback.
Expected Education & Experience:
3+ years of professional experience, or an equivalent combination of education and experience.
2+ years of customer support, analytical, or issue management experience preferred.
Demonstrated problem-solving and investigative skills with the ability to evaluate issues, identify root causes, and support resolution.
Strong data orientation with proficiency in Excel and analytics tools to review information, identify trends, and support decision-making; experience using AI tools is preferred.
Experience working in Salesforce, Confluence, and JIRA preferred.
Excellent verbal and written communication skills, with the ability to adjust communication for different audiences.
Strong organizational and time management skills with the ability to manage multiple priorities.
Comfort working in a fast-paced environment with shifting priorities and evolving support needs.
Ability to collaborate effectively with cross-functional partners and contribute to team goals
Expected Compensation
$51,000 - $87,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can 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.
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.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. 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.
Learn more about our culture and benefits here: athenahealth.com/careers
