Integration Product Support Senior Associate

Athenahealth inc. • Boston, MA

39d • $74,000 - $126,000

About The Position

As a member of the Integration Network Management team, you will be responsible for delivering exceptional support experience for our clients and their integrations (both API & HL7) with athenahealth's products, ensuring seamless access to relevant data. Senior Associates must exhibit a deep knowledge of both integration design and athenaNet product workflows to be successful in distinguishing between intended functionality and true bugs. Individuals will provide elegant solutions for our client's most complex issues or deliver critical feedback to modify integrations if necessary. Team members will consistently provide excellent service to clients through a balance of collaborative investigation, tenacious problem-solving, and accurate and quick stakeholder communication. As an Integration Network Management Senior Associate, you will serve as the client's designated subject matter expert for all integration related issues from initial identification until full resolution. Team members will own client issues and requests via CRM and will utilize their deep integration knowledge paired with curated documentation to provide accurate and concise resolutions. For our client's most complex problems, Senior Associates will work collaboratively to translate the client's expectations to external vendors and to our development teams as well providing the client with the background around the intended workflows and functionalities of athenaOne's products and integrations. Senior Associates will provide relevant feedback to our development teams about integration bugs and innovative improvements based on their advanced athenaNet product expertise.

Requirements

• Bachelor's degree (preferred:  Business, Economics, Health Administration, Engineering, or Health Informatics)
• 3+ years of professional experience or related experience
• Demonstrated ability to assume independent responsibility for various projects
• Comfort and curiosity around the technical
• Experience interacting with client escalations
• Prior experience with API or HL7 integrations.
• Strong problem solving and analytic skills and an understanding of application in solving business problems
• Aptitude for reengineering processes, tools to improve scalability, efficiency and quality
• Flexibility and the ability to handle rapidly changing priorities as needed
• Strong desire to build deep expertise across one or more athenaNet products
• Excellent communication skills, including listening, writing, and relationship development at all levels of an organization
• Ability to work collaboratively and influence internal and external stakeholders at higher cohort levels to drive results
• Demonstrated ability to size an opportunity, establish success metrics, secure stakeholder buy-in, overcome obstacles and deliver outstanding business results
• Experience interacting with client escalations
• Takes responsibility for owning and implementing feedback received
• Ability to innovate in a fast-paced, but sometimes intense, rapidly expanding company
• Enthusiasm, creativity, dedication, and an open mind

Responsibilities

• Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration
• Build relationship and communicate with our clients and vendors through calls, emails, and Salesforce to understand the full scope of reported issues, provide accurate resolutions and provide extensive testing of workflows
• Provide training and feedback to internal teams including our AHI teammates, other complex issue resolution case teams, the CSC, the Salesforce Case Process team, and Development teams.
• Provide second line of US-based support to our team in India for our most complex and delicate support issues, stepping in as subject matter experts when deemed necessary
• Utilize technical tools such as Kibana, OpenSearch, Postman, and SQL queries to quickly find resolutions to urgent issues and autonomously execute necessary updates, decisions and or changes for our clients
• Respond to and manage escalated issues, delivering port-mortem root cause analyses to stakeholders through strong communication and teamwork
• Synthesize widespread client reported issues into one task for efficient review by development and coordinate with the CallDrivers team to gauge client impact and maintain status updates
• Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution
• Lead the monitoring and management of metrics, ensuring that performance is trending in accordance with monthly goals
• Coordinate work across team members, influencing and aligning others to achieve optimal outcomes
• Proactively seeks to automate and improve existing internal operational processes
• Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors
• Engage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader network
• Establish routine liaison relationships with Development teams to provide feedback and to prioritize resources based on client impact, urgency and scope
• Create reports and dashboards to analyze data through excel, Salesforce, and tableau to support recommendations for process improvement initiatives
• Initiate and implement integration standards and system enhancements with clients and vendors to make it easier to plug in and exchange meaningful data
• Prioritize and execute long-term strategic initiatives that are aligned with our focus areas and critical to achieving our mission
• Build relationships with key stakeholders (clients & vendors) and respond to tough questions
• Teach, mentor, and support team members in their daily work and development
• Learn new technical tools and capabilities to enhance your skill sets

Benefits

• 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.
• With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
• In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 5,001-10,000 employees