Emerging Product Services, Associate - Patient Operator

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.

• 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.

• 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.

• 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.

$51,000 – $87,000

Athenahealth is an Equal Opportunity Employer. We welcome applicants from all backgrounds and are committed to ensuring an inclusive hiring process.