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

Job Title: Associate, Revenue Cycle Case & Escalation Management – Claim Resolution  

Travel: Approximate 5% of time traveling

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.

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 feedback to improve service delivery, service offerings, and/or product.

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.

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

Support Others

• Contributes to continuous learning by actively participating in team operating mechanisms, such as teams channels, meetings, office hours, and working sessions.
• Shares content knowledge and best practices to assist your peers.

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

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.)

Expected Compensation

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.