Emerging Product Services Associate



Belfast, ME, USA
Posted on Sunday, September 10, 2023

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

Position Summary:

The Emerging Product Services Associate will manage multiple projects simultaneously, interact cross-functionally with multiple teams in the Product Organization, and be prepared for frequent directional changes with work and responsibilities based on business needs. This role will work with Product Teams (Stakeholders) to develop and drive the evolution of new and existing service workflows and ensure that we are scaling and enhancing key functionality for the benefit of our clients and their patients with minimal client work. Responsible for automating workflows, scaling and enhancing functionality on athena emerging products and transitioning enhanced and executable work to other teams (primarily to Client Support, Core Operations, & AHI for execution.) (S)he will be responsible for creating strong business cases which influence product implementation and execution, applying critical thinking to work through failures, and to account for all contingencies. The primary product support area for this role will be in support of our athena Care Collaboration strategic initiative and product.

Essential Functions (Duties and Responsibilities):

50% Coordinating with Product (athena Care Collaboration) to execute on, iterate and evolve existing and emerging work

  • Identify and lead the transition of work from Emerging Product and Platform teams to the EPS team:

    • Shadow individuals on product teams, understand pain points, advocate for transition of work (to fix/solve/operationalize) and then send back or transition elsewhere.

    • Build out project plans & transitions plans, figure out where to load balance/prioritize work. In conjunction with manager make recommendations for automation: test, execute, & identify redundancies.

  • Act on opportunities for innovation to streamline work between internal teams and clients; work directly with Product to advise on the creation of new tools and product improvements to automate and support work

    • Give input to manager in aggregating and quantify the investment in automating or tool creation.

  • Own significant level of responsibility in the process of executing, scaling and improving emerging work by contributing and designing elegant solutions

    • Execute and (create and document when necessary) SOPs and best practices for Emerging Product Services processes for clients and Athena

    • Translate findings, solutions, and recommendations into relevant/comprehensive business terms to stakeholders (ie. different product teams)

30% Development, piloting, and documenting new work and workflows

  • Serve in consulting manner regarding communication, navigation and coordination with patients or clients, while enforcing & ensuring compliance.

    • As a member of a team that works with all emerging products & product teams, responsible for Informing the different product teams where they need to coordinate and break down silos to prevent overlap, redundancy, and non-compliance.

  • Assess deliverables for quality and completeness and provide necessary contingency planning to limit risk.

  • Evaluate and report on proficiency of individual and department workflows ex: monthly report out on KPIs, results from product/process testing, recommendations for moving forward & what’s working & not working

  • Act on identified gaps in process or functionality found through evaluation and engage proper channels to address issues

  • Calibrate with key stakeholders to clearly articulate and establish SOPs for new work and workflows, update SOPs as necessary.

20% Special Projects

  • Lead, coordinate, and manage client and team projects within specified timeframes ex: may be asked for additional assistance or guidance from clients outside initially defined project, ie. additional work for Steward Medical in consulting/training capacity

  • Communicate project status, timelines, and deliverables to project stakeholders

  • Provide direction to support deliverables and objectives and appropriately escalate potential risks in compliance or functionality.

  • Stakeholder management: Manage and defuse conflict as work shifts between product teams & EPS team to ensure project success

Education & Experience Required:

  • 3+ years of professional experience or equivalent combination of experience and education (Bachelor Degree)

  • 2+ years of analytical and/or project management experience preferred

  • Working understanding of athenaOne; athenaCommunicator, athenaCollector and athenaClinicals preferred

  • Mastery of systems used by the department (including, but not limited to, athenaNet, SharePoint, and Salesforce) preferred

  • Effective and influential verbal and written communication skills

  • Aptitude for reengineering processes, tools and role(s) to improve scalability, efficiency and quality

  • Understanding of Tech and Interface as it relates to practice management systems

  • Mastery of the common Microsoft Office applications, including Outlook, Excel, and Word; proficiency with PowerPoint; and an understanding of universal Tech and Dev tools

  • Proven problem solving and investigative skills that show a willingness to take risks and get things done

  • Strong organization and time management skills, and the ability to balance and execute on multiple competing priorities

  • Leadership skills should reflect future management potential

Knowledge & Skills:

  • Demonstrated ability to learn quickly and change course with minimal notice or guidance

  • Ability to develop and maintain close working relationships with people of different backgrounds and operational or professional focuses

  • Ability to champion the cause of the patient and client and serve as an athenahealth advocate

  • Ability to demonstrate poise and assertiveness in advocating athenahealth best practices and holding peers to key project deadlines

  • Strong attention to detail. Able to keep track of numerous detail-intensive tasks and ensure their completion and accuracy.

  • Willingness to vary job responsibilities and adapt as required to meet business needs

  • Culturally astute – is savvy and pragmatic on how to effect and drive change

  • Willingness/comfort with travel which could incrementally be up to 20% of the time

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.