EDI Product Support, Senior Associate



Product, Customer Service
United States · Remote
Posted on Friday, August 11, 2023

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

We are looking for an EDI Product Support Senior Associate to join our Interface Network Management team within our Integration Services division. Your job will be delivering exceptional support experience for our clients and their integrations with athenahealth’s products, ensuring seamless access to relevant data. Associates must exhibit a deep knowledge of both integration design and athenaNet product workflows to be successful in distinguishing between intended functionality and true bugs. Individuals will provide elegant solutions for our client’s most complex issues or deliver critical feedback to modify integrations if necessary. Team members will consistently provide excellent service to clients through a balance of collaborative investigation, tenacious problem-solving, and accurate and quick stakeholder communication. But enough about us; let’s talk about you.

As an Interface Network Management Senior Associate, you will serve as the client’s designated subject matter expert for all integration related issues from initial identification until full resolution. Team members will own client issues and requests via CRM and will utilize their deep integration knowledge paired with curated documentation to provide accurate and concise resolutions.

The Team: Our Interface Network Management team ensures the successful transmission of billions of transactions each month across our cloud platform. We enable providers to seamlessly transmit orders and receive results, coordinate patient schedules across platforms, share patient records securely, and create claims accurately to reduce client work.

Job Responsibilities

  • Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration

  • Build relationship and communicate with our clients and vendors through calls, emails, WebEx and Salesforce to understand the full scope of reported issues, provide accurate resolutions and provide extensive testing of workflows

  • Provide training and feedback to internal teams including our AHI teammates, other complex issue resolution case teams, the CSC, the Salesforce Case Process team, and Development teams.

  • Proactively seeks to automate and improve existing internal operational processes

  • Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors

  • Engage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader network

Typical Qualifications

  • Bachelor's degree (preferred: Business, Economics, Health Administration, Engineering, or Health Informatics)

  • 3+ years of professional experience or related experience

  • Demonstrated ability to assume independent responsibility for various projects

  • Experience interacting with client escalations

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.