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Process Governance Senior Associate
Athenahealth
Chennai, Tamil Nadu, India
Posted on Oct 20, 2024
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Service Platform Enablement Team is responsible for athenahealth’s issue resolution design and technical process, and the continuous improvement of athenahealth’s support methodologies and related tools. The team focuses on defining a customer-centric issue resolution path, optimizing Salesforce Service Cloud and other engagement platforms to enable best-practice processes and ensure issues are managed efficiently and effectively to increase customer satisfaction. In collaboration with the other members of the SPIES team this role will focus on ensuring that teams have an optimal Salesforce configuration, documentation, support, and reporting tools to meet their needs within the standards set forth by the organization.
To support our process design and standardization efforts, we are looking for a meticulous and analytical Process Analyst to join our team. The successful candidate will manage analyzing, designing, and improving business processes to improve efficiency and effectiveness. This role requires strong analytical skills, excellent communication abilities, and a deep understanding of process improvement methodologies. Additionally, the role will require working knowledge of Salesforce analytics, snowflake, power BI, excel or comparable industry accepted analytics tools.
Essential Functions (Duties and Responsibilities):
Analyzing Business Processes 70%
- Preparing and presenting reports on process performance and improvement initiatives to senior management
- Analyzing existing business processes to identify inefficiencies and areas for improvement
- Utilizing data analytics and process modeling tools to monitor and evaluate process performance.
- Providing supporting analytics and insights into Program/Process Managers to support their efforts
Process Inspection and Maintenance 25%
- Conducting regular process audits and assessments to ensure adherence to established standards.
- Conducting periodic retrospective on process change management.
- Building and supporting Process SOPs
- Building and supporting Process Map library
Continued Education in Process Analytics and Design (5%)
- Staying updated on industry trends and best practices in process analysis and improvement
Education & Experience Required:
- Bachelor’s degree in business administration, Management, or a related field.
- Certification in process improvement methodologies (e.g., Six Sigma, Lean).
- Experience in a similar industry or sector.
Knowledge & Skills:
- Proven experience in process analysis, improvement, or a related role.
- Strong analytical and critical thinking skills.
- Ability to use process modeling and analytics tools (e.g., Visio, Tableau, Power BI, SQL).
- Excellent communication and people skills.
- Ability to work independently and as part of a team.
- Strong diligence and organizational skills.
- Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same.
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.