Director – Revenue Cycle Case & Escalation Management
| Company | Athena Health |
|---|---|
| Location | Boston, MA, USA, Austin, TX, USA, Bangor, ME, USA, Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 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
Responsibilities
- Oversee the intervention strategies for issues that require advanced support, improving the customer experience when challenges escalate beyond Level 1 or partner teams
- 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
- Build and maintain strong partnerships with Customer Care and other org leaders to drive positive results across all support functions throughout the company
- 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
- Develop and advance the skillsets of your teams to adapt to the ever-changing landscape of complex issues
- 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
- 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
Preferred Qualifications
- 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)