Live Operator Analyst

athenahealth•Belfast, ME

3d•$24,000 - $42,000•Hybrid

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We're looking for compassionate, motivated individuals to join our Live Operator team. As a Live Operator, you'll help patients access the care they need through exceptional inbound phone support and virtual front desk services. You'll work directly with patients to schedule appointments, answer administrative questions, collect payments, and support a variety of front office workflows. Every interaction is an opportunity to create a positive patient experience while helping healthcare practices deliver seamless, efficient care. You are an exceptional communicator who enjoys helping people and solving problems. You thrive in a fast-paced environment, can confidently navigate multiple technology platforms simultaneously, and maintain professionalism while delivering compassionate, patient-centered service. You're eager to learn new workflows and technologies, embrace continuous improvement, and enjoy being part of a collaborative team focused on delivering outstanding patient experiences. You are adaptable, detail-oriented, and take pride in providing accurate, high-quality service while balancing multiple priorities in a dynamic environment. The Team: The Emerging Product Services (EPS) Live Operator Team serves customers as front desk support. Team members help patients connect with care by assisting patients with scheduling, payments, and other administrative services while delivering seamless, professional, and personalized experience.

Requirements

High school diploma or GED required.
2–4 years of professional customer service experience.
Strong verbal communication and customer service skills.
Ability to multitask across multiple technology platforms while maintaining accuracy.

Nice To Haves

Bilingual English/Spanish communication skills preferred to support a diverse patient population.
Healthcare customer service, patient access, medical office, or contact center experience.
Experience with appointment scheduling, patient registration, insurance verification, or payment collection.
Familiarity with electronic health record (EHR) systems, preferably athenaOne.
Experience working in a fast-paced, metrics-driven environment.

Responsibilities

Serve as the primary point of contact for patients by phone.
Schedule, reschedule, and cancel appointments while following client-specific workflows.
Communicate effectively and professionally with patients and update demographic information.
Collect patient payments and communicate financial responsibilities.
Document patient interactions accurately within athenaOne.
Collaborate with internal teams to resolve operational issues and improve patient experiences.
Meet established quality, productivity, and patient satisfaction goals.