Emerging Product Services, Associate

Job Description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Emerging Product Services Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are seeking an Emerging Product Services Associate to join our Emerging Product Services team within the Product Optimization organization at athenahealth. Your job will be to provide support for our emerging products and services, by responding to internal and external stakeholders, troubleshooting complex issues, executing on defined product deliverables, and providing timely resolutions. But enough about us. Let’s talk about you.

You enjoy helping others and supporting customers. You love troubleshooting and problem solving. You want to roll your sleeves up, learn by doing, identify enhancements to product functionality, optimize support workflows, and improve the overall customer experience. The ideal candidate will demonstrate excellent attention to detail and thrive in an environment where you “own” a core set of support responsibilities, rotate through different product focus areas, and flex into additional opportunities as they arise.

The Team : The Emerging Product Services (EPS) team incubates new products and services by designing optimal enablement pathways, providing customer support, developing knowledge and known issue collateral, and surfacing gaps to Product, ensuring that new offerings are stable and “at scale” before handing off to Customer Success and Operations teams. This role may be tasked with supporting any new customer-facing features throughout alpha / beta. Recent examples include Ambient Notes, Dental, and e-fax.

Job Responsibilities

Troubleshoot and resolve customer reported questions and issues by replicating the end-user experience and researching online help resources

Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows

Execute on SOPs for completing product delivery tasks, improving knowledge resources, notifying Product of issues, and maintaining a positive customer experience

Assist in refining SOP documentation to improve the customer and stakeholder experience and optimize best practices

Communicate project status, timelines, deliverables, and risks directly to manager, customers, and project stakeholders

Typical Qualifications

3+ years of professional experience or equivalent combination of experience / education

2+ years of customer support, analytical and / or issue management experience preferred

Proven problem solving and investigative skills that demonstrate willingness to take risks and drive outcomes

Proficiency in navigating internal tools such as Salesforce, Confluence, and JIRA preferred

Excellent verbal and written communication skills, including the ability to tailor communication-based on audience

Strong organizational and time management skills, ability to balance multiple competing priorities

Expected Compensation

$51,000 - $87,000

The 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

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