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

Job Title: Senior Manager, Revenue Cycle Case & Escalation Management

Department: Level Three Escalations

Number of FTE Direct Reports: 10-15

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 drive actionable insights across Product and Revenue Cycle Management, ensuring that our product and services not only meet but exceed athenahealth's value proposition and our clients’ expectations. As a Senior Manager, you will work to create visibility into case performance, promote consistency in terminology and measurement, and lead 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 have a strategic mindset and enjoy leading 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):

Lead Others

• Provides ongoing and timely feedback to employees on their performance.
• Develops high-performance teams by diagnosing, understanding, and facilitating team dynamics.
• Recognizes and develops great talent.
• Continuously gathers Voice of Employee (VOE) feedback and works with leadership team to address any issues or opportunities identified.
• Promotes a multi-cultural workforce and leverages diversity of perspective, skills and experience.
• Calibrates performance across teams in the organization.

Customer Focus

• Establishes team expectations and methodology for supporting and leading client engagements.
• Fosters a customer-focused environment in how athena views, prioritizes and treats client issues with urgency
• Builds strong collaborative cross functional partnerships across the stakeholder ecosystem, including Client Success,  Service Integrity and Delivery, and Product Delivery.
• Leverages strong cross functional partnerships to advocate for changes to service delivery, service offerings and/or product.

Analytical Thinking

• Ensure the right types of information are being used to enable analysis of issues so actionable insights can be gleaned.
• Provide case analysis and comprehensive client sentiment trends and drivers.
• Support the team in telling the “impact story” by developing and socializing comprehensive business cases to facilitate customer advocacy.
• Ensure the team pursues opportunities to reduce case inflow and improve client sentiment through continuous improvement.
• Enable reporting and tools so the team can effectively manage RCCEM book of business.

Plans and Aligns (Project Management)

• Convey clear objectives so the team can plan and prioritize actions to achieve them.
• Ensure that plans are aligned and coordinated across the organization.
• Take proactive steps to mitigate organizational risk.
• Support and drive improvements in client issue management by overseeing our single point of entry issue management system within Salesforce, ensuring team is focused on meeting or exceeding expected TAT and quality through close collaboration with client-facing and operational teams.
• Supports organizational initiatives to drive the business forward.

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:

• Previous people leadership experience required.
• Demonstrated ability to manage multiple projects simultaneously.
• Experience collaborating with cross-functional groups to achieve shared goals.
• Proven history of improving processes and workflows.
• Strong written and verbal communication skills, enabling effective interaction with all organization levels and stakeholders.
• Understanding of (or desire and ability to learn) medical terminology, EHRs, and US healthcare landscape  
• Proficient in Excel and other business tools (Smartsheets, Google tools, SharePoint, etc.)
• Experience with athenahealth products and services a plus