Emerging Product Services, Associate - Patient Operator
Listed on 2026-05-10
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IT/Tech
Technical Support, HelpDesk/Support
Overview
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
Additional Job Responsibilities
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
$68,000 - $116,000
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…
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