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Senior Complex Issue Resolution Associate
Athenahealth
Multiple locations
Posted on Jan 12, 2025
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Senior Complex Issue Resolution Associate
We are looking for a Senior Complex Issue Resolution Associate to join the EDI team within our Technology Enables Services department. In this role, the Senior EDI Complex Issue Resolution Associate will act as an EDI customer support engineer working with clients to configure and support the EDI components, integrations and workflows for Eligibility verification in the IDX revenue cycle system. This individual will provide advanced technical support for customer business requirements. Solutions will be complex and technical in nature and consist of advanced system configuration options and custom software development incorporating best practice workflow. Solutions will be designed, written, tested and managed from test to production environments to maintain system integrity. While dedicated to working within the EDI Services applications in the IDX revenue cycle systems, the Senior Compleex Issue Resolution Associate will work to consider full system integration for robust best practice solutions and customer workflow.
Job Responsibilities
Resolve customer support cases, including intake, research, and comprehensive technical documentation.
Troubleshoot eligibility exceptions, rejections, payer responses, and processing issues, ensuring satisfactory resolutions for all EDI eligibility workflows reported by customers.
Produce clear and precise technical design specifications at the appropriate detail level.
Adhere to coding conventions, architectures, and best practices.
Write, debug, and deploy code to production systems, delivering timely updates.
Deploy and support new features, including software upgrades for compliance with regulatory requirements and payer mandates.
Cultivate and sustain trusting relationships with customers to foster collaborative partnerships.
Provide thorough training to customers on the effective use of eligibility features and workflows.
Interface with customers via phone, meetings, and in case work.
Thoroughly document solutions in applicable systems.
Exhibit strong customer management skills, clearly communicating expectations, deliverables, next steps, and commitments.
Collaborate within a team environment, supporting and covering for colleagues as needed.
Effectively manage and prioritize a queue of multiple customer cases, project and internal initiatives.
Typical Qualifications
Bachelor’s degree in a related field or equivalent experience
2+ years of software product implementation or support in a Healthcare IT or Healthcare Operations environment
2+ years of experience with Revenue Cycle Management
2+ years of experience with implementing or supporting EDI 270/271, 276/277
2+ years preferred experience with athenaIDX based applications,
2+ years preferred experience with MUMPS/Caché programming
2+ years preferred experience with Forms Definition Language (FDL)
For candidates located in California, Colorado, Hawaii, Jersey City (NJ), New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:
California: https://www.athenahealth.com/salary-range/ca-nontech-sr-associate
Colorado: https://www.athenahealth.com/salary-range/co-nontech-sr-associate
Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-sr-associate
New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-sr-associate
New York: https://www.athenahealth.com/salary-range/ny-nontech-sr-associate
Washington: https://www.athenahealth.com/salary-range/wa-nontech-sr-associate
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.