Customer Experience Senior Associate



Customer Service
Belfast, ME, USA
Posted on Thursday, May 23, 2024

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

Position Summary: As a Customer Experience Senior Associate in TES you will be responsible for proactively monitoring Client outcomes, trends and metrics leveraging reporting tools to surface performance against KPI’s. In addition, you will collaborate with stakeholders within TES and the Customer Care organization to project manage customer escalations intersecting with operations while proactively monitoring customer performance with a deep understanding of how customer performance influences operational KPI’s.

Job Responsibilities:

  • Collaborate, develop and/or leverage reporting tools and dashboards to proactively monitor operational performance against KPI’s

  • Collaborate with the stakeholders in TES and customer care organization to receive, scope, and project manage customer escalations and strategic engagements

  • Prepare and deliver client-facing project updates during escalations and strategic engagements, including data analysis, content and/or materials

  • Develop projects to address and advocate for resolution to product or service issues impeding optimal client outcomes

  • Proactively monitor customer performance and its impact on operational KPI’s

  • Engage directly with the customer care team to influence customer behavior identified as negatively impacting KPIs

  • Align initiatives with company-wide and department-specific goals

  • Actively participate in Agile ceremonies

  • Represent and advocate the Service Line point of view when facing off with stakeholder teams

  • Provide consultation to stakeholder teams on Service Line services and processes

Typical Qualifications

  • Minimum 2-4 years professional experience with healthcare operations

  • Experience with customer-facing communications and de-escalation strategies

  • Ability to work collaboratively with both the customer, TES and customer care teams to gain a deep understanding of the root cause of client friction

  • Ability to drive initiatives to successful completion and closure

  • Working knowledge of or experience with the Agile process framework

  • Demonstrated project management skills and knowledge of various project management and workstream tools including; Jira, Confluence, Smartsheets, and Sharepoint

  • Ability to develop data through existing reporting tools, including Sigma and BI dashboards

  • Mastery of the entire suite of Microsoft Office applications

  • Experience working with diverse cross-functional groups and teams to achieve common goals

  • Ability to prioritize competing priorities, manage several projects simultaneously, meet deadlines, and communicate potential conflicts to your leadership

  • Demonstrated leadership skills and ability to influence and direct others

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.

athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at for assistance.