Director, Revenue Cycle Case & Escalation Management

Position Summary:  

As the Revenue Cycle & Case Escalation Management Director in Customer Care, you will be essential in building a strong team culture and structure, powered by efficient workflows to deliver exceptional outcomes for our most complex customer issues. Your strategic mindset and execution on continuous improvement will be key in generating strategies to gain actionable insights that will be directed back into Product and Revenue Cycle Management Service Teams. 

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 have a strategic mindset and enjoy leading through change while working collaboratively with stakeholders, this is the perfect opportunity for you to make a significant impact. Join us in shaping the future of healthcare solutions! 

Essential Functions (Duties and Responsibilities):  

50% Drives Customer & Business Results  

• Enhanced Interventions: Oversee the intervention strategies for issues that require advanced support, improving the customer experience when challenges escalate beyond Level 1 or partner teams. 

• Performance Metrics and Reporting: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of issue management processes and driving outcomes, preparing regular reports to communicate progress and insights to stakeholders. 

• Contributing to Comprehensive Customer Journey: Build and maintain strong partnerships with Customer Care and other org leaders to drive positive results across all support functions throughout the company. Gathering insights from your teams and across the organization to drive a connected and holistic customer journey across the customer ecosystem that extends from Onboarding through Post-Live Support. Act as a go-to resource to stakeholders and customers for analysis and in-depth understanding of source data; demonstrate the appropriate level of product expertise for emerging services and new workflows. This includes the willingness to get on the phone with customers when necessary 

40% Operational & People Management  

• Team Building and Leadership: Build, mentor, and lead a high-performing team of issue management professionals, fostering a collaborative environment that encourages continuous learning, accountability, influencing without authority and professional growth. 

• Resource Optimization: Develop and advance the skillsets of your teams to adapt to the ever-changing landscape of complex issues. Design team structure, processes and tools to focus on reducing waste, increasing transparency and driving timely customer engagements. 

10% Develops & Nurtures Feedback Loops  

• Strategic Partnerships: Foster strong collaborations with Product, Services, CSM and other relevant teams to facilitate not only tactical problem-solving but also the development of strategic frameworks that create a continuous feedback loop between organizations. 

• Data & Issue Translation: Translate complex issues and data into comprehensible and compelling terms for multiple audiences, communicating the status and impact of issues with internal stakeholders in a way that demonstrates the ability to influence business decisions 

Education & Experience Required:  

• Minimum of 8-10 years of experience in issue management, customer experience, or a related field, with at least 5 years in a leadership role 

• Bachelor’s degree or equivalent experience 

• 8-10 years of experience working cross-functionally to achieve common goals in a complex organization 

• Proven track record of leading a large team and of inspiring others to take action through motivation and consensus-building 

Knowledge & Skills: 

• Ability to understand issues related to highly technical or sophisticated product-based/service-related challenges  

• Written and verbal communication skills are succinct, logical, and relevant while being inclusive of good judgement at an executive level both internally and externally with customers, in consideration of key elements; audience, timing, and method of communication 

• Ability to manage multiple detail-oriented and time-sensitive tasks with strong organizational skills, ensuring accurate completion while balancing competing priorities. 

• Demonstrated ability to lead and influence others to achieve desired results 

• Models professional attitude and comfort working in a corporate setting populated by diverse types of people across multiple geographies; able to cultivate positive and productive team morale and maintain poise and a sense of humor in stressful situations 

• Strong understanding of Healthcare IT 

• Strong understanding of athenahealth’s products, services, and partners is a plus 

• Proven problem solving, analytical, and quantitative skills (Leveraging tools such as Microsoft Suite, JIRA and Salesforce)