Revenue Cycle Case & Escalation Management

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

Revenue Cycle Case and Escalation Management (RCCEM) is the end of the line escalation team researching and resolving our most complex and sensitive client issues.

RCCEM is the horizontal team responsible for driving actionable insights across Operations by providing visibility into the services we deliver, ensuring they align to

athena's

value proposition and the service our customers expect. The Revenue Cycle Case

&

Escalation Management (RCCEM) Team is an i

ntegral

part of ensuring that when a client has a complex issue it is quickly, accurately, and effectively resolved. The RCCEM Associate strives to create visibility into case performance across Operations, driving consistency in terminology and measurement while championing our efforts to improve case resolution performance and the impact those efforts are delivering.

Essential Functions (Duties and Responsibilities):
55

% Client issue management

(Most important job duty):

Partner directly with internal and external stakeholders

to provide s

upport and drive improvements in client issue management using our single point of entry issue management system within Salesforce
• A

n

Associate will be

focused on meeting or exceeding expected TAT and quality through close collaboration with client-facing and operational teams. On

ce clear drivers of client issues have been

identified

,

the Senior Associate will

facilitate

ou

treach to

appropriate o

perational

teams

to improve client outcomes. Upon completion of specific issue resolution,


ensure

root cause, remediation actions, and results are

communicated to

clients as needed.

15

%

Operational

Data analysis, pattern identification / trending:

Support

our internal operational teams

by adhering

to the

standardized issue reporting process governed by

athenaNation's

single source

of truth. Ensure the right t

ypes of information are being used to enable analysis of issues so actionable insights can be gleaned.

Provi

de

case analysis and comprehensive client sentiment trends and drivers
•

Work closely with peers and partner teams to

iden

tify

root cause and agreed
• upon solutions


% Influence Roadmaps:

Work with peers and partner teams to influence the service roadmap by providing comprehensive business cases. Business cases should

initiate

formal charters and should include a summary of the business problem, the suggested approach to resolve, why it is important to our customers and our business, success statement, strategic alignment and what should be in and out of scope.


% Pursue Better Outcomes for Clients:

Pursue opportunities to reduce case inflow

and improve client sentiment by: creati

ng

training and/or communication materials; suggesting workflow and qua

lity

improvements to the proper teams; or otherwise driving fellowship with client-facing teams and clients.

Education & Experience Required:
An ideal candidate will have medical billing/US healthcare experience or have

demonstrated

the ability to rapidly learn the foundational concepts of US healthcare and medical billing

All candidates must

possess

a strong desire

to learn, as well as embrace athenahealth's unique problem-solving and

creative-solutions

based approach to our work

Applicants should be excited by the prospect of working in a dynamic and collaborative environment of continual change/improvement, driven by our rapid rate of growth

As such, qualified candidates must


strong analytical, communication, and organizational skills, and be very detail oriented to provide on-going support of client performance

Bachelor's degree or equivalent experience

Knowledge & Skills:
Comfortable with Excel and/or other business tools (

Smartsheets

, Google tools,

Sharepoint

, etc. )

Proven ability in manipulation of large data sets to understand root causes and trends

Proven and effective verbal and written communication skills

Research skills; via phone, websites, payer manuals, etc.

Ability to

identify

issues and recommend process improvements

Ability to work as part of a team

and also

independently; strong awareness when to loop in others to problem-solve

Proven ability in project management and/or cross-team partnerships

Medical Coding experience and training preferred, but not

required

About athenahealth

Here's our

v

ision:

To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What's unique about our locations?
From an historic, 19

th

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: W

e 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 athe.