Emerging Product Services, Product Delivery Associate

athenahealth•Belfast, ME

2d•$51,000 - $87,000•Hybrid

About The Position

Help bring new healthcare products and services to market by supporting contract management, patient experience workflows, and issue resolution. In this role, you will partner with internal and external stakeholders to troubleshoot complex problems, execute defined deliverables, and improve the end-user experience. This position is based in a hybrid work environment. This role reports to the People Manager of Emerging Product Services, Product Delivery. The Emerging Product Services team supports new products and services as they move from launch through stabilization. The team partners closely with Product, Customer Success, Operations, and other internal stakeholders to design enablement, support customers, and surface opportunities to improve workflows. The team also creates training materials, maintains support processes, and helps ensure new offerings are ready to scale. This role focuses on product delivery work across contract management, patient messaging campaign builds, and patient feedback support.

Requirements

3+ years of professional experience, or an equivalent combination of education and experience.
Demonstrated problem-solving and investigative skills with the ability to work through issues and support resolution.
Strong verbal and written communication skills with the ability to adjust messaging for different audiences.
Strong organizational and time management skills with the ability to manage multiple priorities.
Ability to work effectively with cross-functional partners in a structured, fast-moving environment.

Nice To Haves

2+ years of experience in revenue cycle management, customer support, analytical work, and/or issue management preferred.
Experience in healthcare reimbursement, managed care contracting, or payer operations preferred.
Knowledge of payer contract terms, payment policies, or insurance plan structures, including managed care and Medicare/Medicaid, preferred.
Proficiency with internal tools such as Salesforce, Confluence, and JIRA preferred.
Bachelor’s degree or equivalent experience preferred.

Responsibilities

Communicate project status, timelines, deliverables, and risks to the manager, customers, and project stakeholders.
Research payer payment policies and reimbursement practices to stay current on relevant changes.
Interpret, abstract, and build payer contract terms, provisions, and policies that affect practice payments.
Analyze payer yield differences by reviewing claim-level data, identifying trends, and summarizing findings with recommended next steps.
Support accurate expected payment outcomes by advising on reimbursement configuration for managed care and public insurance plans, including Medicare and Medicaid.
Anticipate customer questions, pain points, and enablement needs to support a smooth rollout of new features.
Execute standard operating procedures for product delivery tasks, knowledge updates, issue escalation, and customer support.
Use AI-enabled tools where available to organize research, summarize issue patterns, and speed up routine analysis while applying sound judgment to confirm accuracy before sharing results.
Help refine standard operating procedures and support documentation to improve clarity and consistency.
Contribute ideas for workflow improvements that strengthen product delivery and customer experience.
Support ad hoc issue management and related operational tasks as needed.
Assist in identifying gaps in product functionality and escalating them to the appropriate teams.