Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
The Care and Quality Management (C&QM) team is responsible for driving customer performance in quality and care management programs and value-based care through individual- and practice-level coaching engagements. The Manager, Care and Quality Management Coaching, will be a foundational member of the Care and Quality Management team, nested within the Clinical Coaching team. They will support the Associate team in providing coaching and strategic performance optimization services to athenaOne clients. The Manager also supports people managers in leading team meetings, monitoring key performance metrics, and providing feedback to evolve Associates’ skills and competencies. The Manager collaborates cross-functionally across the Coaching and Training organization, leading and contributing to departmental and divisional initiatives and lending their subject matter expertise and project management skills to furthering strategic goals. The Manager will also support the athenahealth organization by leveraging Value-based care-related expertise in assisting the development of scaled training and enablement resources, identifying and promoting best practices, and informing product teams of customer priorities, workflows, and pain points.
Essential Functions (Duties and Responsibilities):
Responsibilities:
30% Direct Customer Support
Develop and maintain an expert level of understanding of athenaClinicals content and performance optimization, as well as subject matter expertise in Care, Quality, and other Value-based Care-related areas.
Deliver direct customer support via scoping, staffing, and delivering Clinical Coaching service offerings including piloting new services, supporting custom training/coaching requests, and delivering Super User Training.
Support customer escalations, gathering data on client issues; relaying feedback to team members as needed.
Leverage subject matter expertise to promote customer engagement in large-format customer events, including User Groups, webinars, and annual Customer Summit.
25% Functional and Operational Oversight
Oversee and evolve key organizational processes (coaching request triage, provider scheduling, reporting, Associate scheduling, optimization lead assignment, etc.) in consultation with people leaders.
Assess and implement technological requirements for inflow and schedule management (i.e., Salesforce, athenaOne); manage Associate schedules to match demand and constraints and drive schedule density.
Support key organizational and departmental initiatives to drive Clinical success (ex. Specialty content creations, network performance outreach, scheduling alignment initiatives)
Collaborate in definition and evolution of service offerings; maintain service descriptions/customer-facing catalogue in conjunction with department partners.
Collaborate with Marketing partners to implement customer marketing campaigns and analyze impact thereof.
Represent CaTS in key organizational events (ex. Customer Success summit, CS meetings, etc.)
25% Team Leadership and Development
Support People Leaders in recruiting, onboarding, and managing a team of high-performing Associates including oversight and delivery of new hire onboarding curriculum alongside internal Enablement teams.
Provide training to support team in developing and maintaining expert-level understanding of athenaClinicals, Care and Quality Managementcontent and performance optimization opportunities; manage Quality Control.
Support content delivery in team meetings to drive team engagement, understanding, and collaboration.
Support people leaders in identifying and implementing performance and process improvement initiatives.
Contribute to and be accountable for team/athena culture.
20% Cross-functional leadership
Oversee cross-departmental processes for sharing staffing, upskilling, and providing coverage for Clinical Coaching services (ex. Coach support of Go Lives and Go Live team support for Provider Coaching)
Work cross-functionally with other Operations teams (CSM, onboarding, etc.) and Sales/Marketing build internal capacity to drive success in care and quality programs and appropriate use of coaching services
Develop and maintain collateral in support of organization-wide Quality, Care Management, and VBC knowledge development, including but not limited to best practice documentation, quality program knowledge resources, care management knowledge resources, and training
Collaborate with Product partners to align Coaching Services to Product features and service capabilities; devise and implement initiatives to drive product adoption, efficiency, and outcomes in alignment with partners.
Contribute to key organizational initiatives, divisional and corporate.
Foster an environment of transparency and collaboration both within and across Clinical Coaching teams.
Education & Experience Required:
Bachelor’s Degree
5+ years of professional experience, with relevant, progressive levels of experience in training, project management, and customer service.
3+ years experience in the healthcare practice setting preferred; familiarity with Clinical Operations, managing provider performance and training
Proven ability to work independently as well as part of an extended, cross-functional team.
Experience monitoring departmental performance metrics and devising strategies for improvement
Experience improving workflows and processes for large teams
Experience working with a variety of cross-functional stakeholders to align priorities
Knowledge & Skills:
Understanding of (or desire and ability to learn) medical terminology, EHRs, care and quality management programs, and US healthcare landscape
Capacity to manage multiple, simultaneous workstreams, ensuring expectations and deliverables are documented and met, key stakeholders are informed and stakeholder satisfaction is achieved.
Outstanding listening and interpersonal skills with the ability to effectively work and communicate with providers and practice staff
Effective time management, logical problem solving and analytical skills with a demonstrated attention to detail
Demonstrated ability to lead and prioritize multiple projects simultaneously
Flexibility and willingness to take on new tasks and challenges
Computer skills (Familiarity with Microsoft Office Tools)
Occasional travel required for team gatherings and customer events
About athenahealth
Here’s ourvision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices 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 andimplements products and services that support US healthcare: It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — orathenistas, as we call ourselves — spark the innovation and passion needed to accomplishour 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 theirbestselves to work.
Our size makes a difference, too: We are small enoughthatyourindividual contributionswill stand out— butlarge enoughto grow your career with ourresources and established business stability.
Giving back is integral to our culture. OurathenaGivesplatform strives tosupport 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’sCorporate 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,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.
We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe 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.
https://www.athenahealth.com/careers/equal-opportunity
