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Onboarding Success Senior Manager
Athenahealth
Multiple locations
Posted on Dec 23, 2024
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
The athenaOne Onboarding Success Senior Manager is responsible for successfully leading customers through their athenaOne onboarding experience and providing consultative, masterful guidance to customer-specific requirements within their specific area(s) of subject matter expertise. The primary goals of the Onboarding Success Manager are to ensure a specific project is completed successfully, on time and within budget, and to design and support complex processes and future-state workflows at a leadership level. At athenahealth, we strive to deliver a best in industry onboarding experience that accelerates customer utilization of our features and services, unlocking the value of athenahealth.
The Onboarding Success Senior Manager is accountable for ensuring customers go-live in the agreed upon timeframe, meet the required go-live readiness criteria and achieve post live outcomes as soon as possible. As the Onboarding Success Manager, you will collaborate with stakeholders and be leveraged as a subject matter expert as needed. You will lead a team of Onboarding resources to tailor future-state workflows and drive customer change management activities. The Onboarding Success Senior Manager will lead strategy discussions, manage the project schedule, team tasks, issue resolution, risk mitigation, project governance and risk mitigation. You will be the first point of contact for escalations which require strategic and consultative behavior.
During the go-live period, the Onboarding Success Senior Manager proactively assesses customer performance and system usage, consulting with the customer to celebrate successes and advising on areas that need attention or improvement. The Onboarding Success Senior Manager must be able to prioritize both internal and external competing priorities across an assigned book of business to meet stated milestones and due dates.
Essential Functions (Duties and Responsibilities):
80% Customer Project Management and Oversight
Facilitate and coordinate the day-to-day activities required to ensure the project is completed on time, successfully, and in a manner consistent with organizational goals, departmental policies, and/or the standard terms and conditions of the contract.
Manage project status, forecast updates, identify risks to project success and create and maintain a project risk log; develop effective mitigation plans for resolution as early as possible.
Define project scope, manage timelines, risk, priorities, and change while aligning to established processes, contractual commitments and meeting project deliverables, goals, and outcomes.
Clearly communicate the requirements and commitments (both verbally and in writing) for each project with customers, athenahealth staff and management, ensuring strategic alignment of the project objectives to internal and external teams.
Manage client expectations of product and services contracted.
Interact with executive leadership to communicate progress, results, risks, and mitigation strategies.
Effectively manage escalations by collaborating with internal and external resources to drive positive outcomes for both the customer and athenahealth.
Effectively consult with customers on product offerings and baseline workflows.
Establish project governance structures, when needed, to ensure alignment with business objectives while driving customer decision making.
Accountable for driving customer milestones and outcomes while meeting internal business objectives.
Rigorously maintain internal processes/systems, accurate documentation of productivity, and customer specific project timelines, agendas, and minutes
Oversee, plan, manage, monitor components of onboarding applicable to area(s) of expertise – supporting project plan maintenance, agenda creation, and successful completion of all related solution delivery work
Function as subject matter expert for a wide breadth of complex implementation processes and knowledge areas
Accountable for supporting customer and product go-live launches, as needed.
10% Internal Leadership
Assist in the onboarding of new team members and partake in the ongoing education and enablement for existing team members.
Participate in leadership sponsored pilots and initiative work as a Subject Matter Expert (SME) to drive outcomes.
Encourage others to share lessons learned, be self-aware and maintain a “continuous improvement” attitude.
10% Internal Professional Development
Complete assigned product release training and internal professional development sessions as needed.
Actively participate and lead segments of team meetings, internal assignments, and customer meetings
Proactively seek and provide feedback to internal and external stakeholders.
Proactively collaborate with cross functional and third-party partners to build relationships and deliver optimal results to our customers
Make continuous improvement a priority by leveraging experience in advanced project management principles
Education & Experience Required:
Bachelor’s Degree required and relevant Advanced Degree preferred
7+ years of project management experience, including management of projects with significant scope and cross-functional interdependencies
Minimum 2 years of being the directly responsible individual for leading a team through complex projects or initiatives
Advanced proficiency of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
Proficiency in Salesforce
Up to 50% travel
Knowledge & Skills:
Must demonstrate sound judgement and model acute self-awareness
Proven ability to adapt to support a vision/ goal larger than oneself
Exhibit strong business etiquette
Provide effective feedback, identify, and capitalize on coaching opportunities
Must be a self-starter with a strong capacity for working independently, while also serving as an exceptional team player, putting the success of Onboarding Services and athenahealth over individual accolades.
Excellent communication skills and effective networking with a broad base of internal and external constituents
Effectively manage all stakeholders internally and externally for project alignment and success
Maintains relationships across functions utilizing your network to broaden knowledge
Decision making, manages and anticipates conflicts before they happen and utilizes creativity in solution development
Steps up to conflicts seeing them as opportunities, noticing situational queues and adjusting accordingly.
Strong presentation skills with the ability to transfer knowledge to others and communicate to leadership and customers in laymen's terms
Demonstrates ability to influence and persuade others by challenging the status quo and respectfully consulting with others to drive adoption of change, processes, timelines, and tools
Works efficiently, sometimes without complete information, to close gaps and meet the needs of internal and external stakeholders
Proven project management experience in complex environments and be able to balance competing projects
Quickly Incorporates both positive and constructive feedback for self-improvement
Must be a self-starter with the ability to work independently and leverage resources to drive results within a virtual environment
Negotiate skillfully, and build consensus, understand the customers business objectives to drive consultative decision making
Preferred Skills:
Healthcare Revenue Cycle Management Experience
Clinical Knowledge/Experience
External Partner Management/Relationships
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 taoperations@athenahealth.com for assistance.