Job Specifications
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary
The Live Channel Help Desk Manager of Level Two Customer Support will lead and develop a team of highly engaged subject matter experts, delivering exceptional agent and client experiences, assisting in resolving client issues across our Level Two organization, while navigating a fast-paced environment.
You align business processes to work with those of customers. You ensure the team has the right mix of skills and leverages the strengths of individual members. You are an effective team member and display initiative and flexibility in team goal orientation, in an ever-changing environment. You prioritize and multi-task in a fast-paced environment and can manage several projects simultaneously.
The Team: Our Level Two Customer Support teams supports our Live Channel Customer Care department by addressing issues across our suite of athenaOne products via multiple channels available to them (including but not limited to call, case, and chat). This includes outbound interactions as well as multi-case engagements.
Job Responsibilities?
Lead a team of Level Two analysts and associates focused on meeting customer service, efficiency, and quality standards to meet/exceed client expectations across multiple support channels
Coach and develop a team of high performing Subject Matter Experts to foster talent and career development
Responsible for hiring and attrition efforts of the team
Set and monitor annual performance goals and objectives, including performance appraisals
Build, maintain and deliver operational reporting to Customer Care leadership
Ensure escalations are managed quickly and effectively
Leverage business insights to influence KPI performance
Manage workforce to meet fluctuating volumes and needs across support channels where our agents and clients need us
Influence and Innovate - drive organizational results through strategic thinking
Typical Qualifications?
Strong communication and business writing skills
Customer Service focused experience
Experience in people management and leading teams
Report creation and analysis background with a demonstrated ability to organize and present data is desirable
Demonstrated competence of customer service management
Ability to track numerous detail-intensive, interdependent tasks and ensure accurate completion
Demonstrated ability to role model effective relationship building across departmental and company lines, hold difficult conversations with clients and internal stakeholders and effectively present and communicate with C-Level internally and externally
Education & Experience
Bachelor's degree or equivalent experience required
5 of more years of professional experience, athenaOne application experience preferred
Proven experience in leading and managing teams, with a strong ability to inspire, develop, and motivate employees toward achieving goals.
Proficiency in Microsoft Excel for data collection, analysis, and reporting to support informed decision-making.
Preferred familiarity with data visualization tools such as Power BI to enhance data presentation and insights.
Preferred experience with Salesforce CRM.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients - powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented ? employees - or athenistas, as we call ourselves - Spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can 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.
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
About the Company
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We're inspired by our vision to creat...
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