Associate, Revenue Cycle Case & Escalation Management

athenahealth•Belfast, ME

1d•Remote

About The Position

The Associate, Revenue Cycle Case & Escalation Management supports the investigation, coordination, and resolution of complex revenue cycle cases and escalations. This role uses the CRM platform, cross-functional partnership, and clear stakeholder communication to help move issues to resolution and improve customer experience. Based in Remote-US, this position contributes to service consistency, issue tracking, and continuous improvement across case handling processes. The Revenue Cycle Case & Escalation Management (RCCEM) team manages complex and sensitive client issues that require structured analysis, coordinated action, and thoughtful communication. The team serves as a critical escalation point for issues that require deeper investigation and collaboration across internal partners to resolve effectively. In this role, you will help improve visibility into case trends, promote consistency in case management practices, and support actions that strengthen resolution performance. Your work will help the team identify patterns and surface opportunities for process improvement and provide dependable support for internal and external stakeholders. By contributing to the accuracy, timeliness, and quality of case handling, you will play an important role in advancing service delivery and reinforcing customer trust.

Requirements

Demonstrated ability to communicate clearly and professionally with internal and external stakeholders.
Demonstrated ability to analyze issues, organize information, and support resolution through structured problem-solving.
Ability to prioritize work, manage multiple assignments, and adjust plans based on changing needs.
Ability to work collaboratively across teams and maintain process, follow-through, and documentation quality.

Responsibilities

Manage revenue cycle cases and escalations in the CRM platform in accordance with team methodology and service expectations.
Communicate with internal and external stakeholders, including customers, to provide timely updates and support resolution efforts.
Investigate case drivers using available tools, resources, and documentation to identify effective paths to resolution.
Analyze case trends and recurring issues and share feedback to support service delivery, service offering, or product improvements.
Develop plans for assigned work, establish realistic timelines, and prioritize tasks based on urgency, impact, and dependencies.
Coordinate work across teams by identifying ownership, assigning follow-up tasks, and supporting progress toward resolution.
Use AI-enabled tools and features when available, to organize case information, streamline routine work, and support efficient analysis while applying human judgment to all customer- and case-related decisions.
Contribute documentation updates that improve consistency, clarity, or efficiency in case handling processes.
Assist with team initiatives focused on quality improvement, process refinement, or customer experience.
Participate in onboarding or peer support efforts by sharing practical knowledge and process guidance.
Support special projects or other assignments based on team and business priorities.
Help identify opportunities to reduce avoidable case inflow through workflow or process improvements.
Maintain awareness of operational changes that may affect case handling or escalation paths.