Product Support Analyst



IT, Product, Customer Service
Chennai, Tamil Nadu, India
Posted on Wednesday, September 27, 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 Product Support Analyst to join our Integration Services Operations team. You will be responsible for supporting workflows and projects aimed at improving the efficiency and growth of athenahealth’s interoperability network or ‘backbone’. But enough about us; let’s talk about you.

You are an excellent communicator with strong technical support experience. You maintain relationships with interface vendors and work on production support tasks as assigned and will actively collaborate with internal teams across different geographies within athena as and when required.

The Team: EDI Product Support team is responsible for maintaining, managing and supporting our national, cloud-based network leveraged by tens of thousands of providers to deliver the right information, at the right time, to the right place in the health care supply chain to coordinate care and improve healthcare. The team provides coordination and technical guidance for all technical Support activities ensuring our client needs are satisfied by constructing strong business relationships between colleagues across Integration Services and athenahealth, managing these partnerships to ensure outstanding client satisfaction.

Job Responsibilities

  • Manage the transaction workflows and resolve complex issues related to patient’s eligibility, claim submission, claim status inquiry and remittance processing through direct communication with internal (athenahealth) and external (Insurance companies/Clearinghouses/Collection agencies) stakeholders.

  • Investigating and resolving issues in Payer EDI related work queues, including interfaces connectivity errors, rejected claims in Athena HOLD queues and missing response files.

  • Develop a comprehensive understanding of athenahealth’s back-office operations and how relationships between various teams and their workflows influence in complex problem solving.

  • Other duties as assigned by the EDI Product Support Manager necessary to help optimize and expand EDI operations.

Typical Qualifications

  • 1-3 years’ work experience within US health care framework

  • Graduate in engineering, science, or commerce stream.

  • Fluency in both spoken and written English

  • Willingness and ability to work flexible hours to ensure substantial overlap with US-based teams (Morning/Afternoon/Evening/Night) shift timings

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.