athenahealth

General Counsel

• Reviewing, drafting, and negotiating commercial contracts
• Providing ongoing commercial legal advice and support
• Working closely with management and business partners on agreements and issues
• Collaborating with and advising internal teams
• Conducting legal trainings for business stakeholders
• Supporting corporate transactional work as needed
• Contributing to legal department leadership and mentoring junior staff

Senior Corporate Counsel, Commercial

Product Manager

• Support the management of Microsoft 365, Smartsheet, Airtable, and Mural
• Collaborate with senior Product Management to implement system enhancements
• Meet with end users to translate needs into actionable product improvements
• Provide support and training for end users
• Maintain and prioritize tickets & backlogs in ServiceNow and JIRA
• Maintain detailed documentation including business requirements and process flows
• Oversee communication on tickets and product updates across internal channels

Senior Associate, Product Management – IT Solutions

Program Manager

• Compile and analyze data related to customer satisfaction, issues, and performance on offerings
• Streamline data insight into actionable feedback loops to influence operational and product enhancements
• Support business reviews and executive leadership update preparation with data summaries and visualizations
• Monitor and triage issues, escalations, and attrition remediations raised by Onboarding Success Managers (OSMs), Customer Success Managers (CSMs), and service teams
• Coordinate cross-organizational resolution efforts for any issues, escalations, and attrition remediations that can be addressed by Customer Success teams
• Maintain issue logs and ensure timely follow-up and closure
• Assist in creating and updating Customer Success Readiness artifacts like onboarding playbooks, training materials, and internal communications
• Provide subject matter expertise on new and evolving offers to support cross-organizational project execution
• Attend cross-functional meetings and document action items and follow-ups
• Facilitate communication between CS teams and other go-to-market functions
• Help maintain shared resources such as team folders, community pages, and knowledge bases

Senior Associate, Customer Success Readiness Program Management

Manager

• Manage and resolve complex and sensitive client issues as the final escalation point
• Research and drive actionable insights across Product and Revenue Cycle Management
• Collaborate with peers to identify and eliminate barriers to resolution
• Maintain queue health and provide tools for better management and monitoring
• Develop professional client relationships and provide senior-level escalation engagement updates

Escalation Manager, Enhanced Claim Resolution Management

• Model the team’s expectations and methodology while supporting and leading sensitive engagements
• Maintain professional and productive ongoing client relationships regarding service-related issues
• Meet with clients and stakeholders regularly to provide senior-level escalation engagement updates
• Advocate for changes to service delivery and service offerings
• Balance managing an individual book of business and supporting others (50/50)
• Develop a comprehensive business case to tell the impact story
• Lead team initiatives to improve department processes and tools
• Drive workflow and quality improvements to reduce case inflow and improve client sentiment
• Apply comprehensive project management skills to manage project life cycle
• Ensure critical resources are aligned and coordinated across different teams
• Manage the queue by assigning cases according to skill level, account ownership, and ensuring workload balance
• Provide leadership in escalation and project management
• Enhance team skills in content knowledge, de-escalation strategies, and actionable insights
• Collaborate with the Senior Manager on team performance and development opportunities

Escalation Manager, Claim Resolution

• Join our dynamic Revenue Cycle Case and Escalation Management (RCCEM) team, where you will play a pivotal role in tackling our most complex and sensitive client issues.
• As the final escalation point, our team is dedicated to researching and resolving challenges that require a keen eye for detail and a commitment to excellence.
• You will be at the forefront of driving actionable insights across Product and Revenue Cycle Management, ensuring that our product and services not only meet but exceed athenahealth's value proposition and the expectations of our clients.
• Your contributions will be essential in creating visibility into case performance, fostering consistency in terminology and measurement, and championing initiatives that enhance case resolution performance.
• As an Escalation Manager, you will manage your own book of business while also supporting the team by collaborating with peers to identify and eliminate barriers to resolution and assist them in navigating high-profile escalations.
• You will help maintain queue health, provide tools for better management and monitoring, and leverage case data to gather and deliver actionable insights to our partner teams.

Escalation Manager

Product Operations

• Lead communication of product roadmap and ensure stakeholders and customers understand value of investments
• Drive alignment across teams and shape narrative around innovations improving healthcare outcomes
• Lead creation and delivery of clear, compelling narratives from roadmap through release
• Translate complex product strategies into accessible stories for internal and external audiences
• Partner with Product, Marketing, and Customer Success to align messaging and channels
• Lead internal enablement to equip teams with knowledge and tools to communicate priorities
• Collaborate with senior leaders to ensure roadmap messaging supports strategic goals
• Manage, mentor, and develop a team focused on roadmap communications and stakeholder engagement
• Monitor industry trends and customer needs to inform and evolve roadmap narratives
• Contribute to strategic planning sessions and special projects as needed

Senior Manager, Product Operations – Product Roadmap & Release

Procurement

• Lead development and execution of category strategies for IT and professional services aligned with enterprise goals
• Drive sourcing standard practices and enterprise-wide sourcing initiatives
• Conduct spend analysis and identify opportunities to consolidate global spend for value creation
• Negotiate complex supplier agreements to secure favorable terms, reduce costs, and manage risk
• Monitor and report on KPIs including cost savings, supplier performance, and sourcing efficiency
• Analyze market trends, technology shifts, and pricing models to recommend sourcing strategies
• Partner with IT, Finance, Legal, and business units to align sourcing strategies with priorities
• Collaborate on source-to-pay policies, supplier qualification, and risk management
• Oversee strategic supplier relationships and annual supplier performance reviews
• Manage and mentor Category Managers and support procurement technology implementation

Director, Strategic Sourcing

• Lead Revenue Cycle Case & Escalation Management team as final escalation point for complex client issues
• Drive actionable insights across Product and Revenue Cycle Management to improve product/service value
• Create visibility into case performance and promote consistency in terminology and measurement
• Lead initiatives to enhance case resolution performance and reduce case inflow
• Build cross-functional partnerships with Client Success, Service Integrity, Delivery, and Product Delivery
• Oversee issue management system in Salesforce to meet/exceed TAT and quality expectations
• Provide coaching, feedback, and develop high-performance teams
• Support organizational initiatives and continuous improvement

Senior Manager, Revenue Cycle Case and Escalation Management

Product Designer

• Lead design of data and analytics experiences for athenahealth's Data & Ecosystem Platform
• Craft cohesive, user-centered experiences across reporting, analytics, and insights tools
• Develop products that tell compelling stories with data enabling action and better care decisions
• Partner with product and data strategy leaders to shape which problems to solve and how AI adds value
• Continuously engage diverse customers to translate insights into high-impact design opportunities
• Align internal teams on standards for visualization, data modeling, and scalable design patterns
• Navigate a matrixed environment with diplomacy to align priorities and inspire innovation
• Champion AI-driven paradigms for forecasting, exploration, and automation of data interactions

Senior Manager, Experience Design and Innovation

Financial Planning and Analysis

• Manage the monthly calculation and reporting of company revenue and related growth drivers for the executive team and business partners, including analysis of actual results versus budget and forecast
• Prepare presentations for monthly CFO meetings, Board of Directors sessions, and other corporate forums
• Assist in developing the annual revenue budget and monthly revenue forecasts for key budget owners
• Collaborate to develop and enhance models and analytical frameworks that directly link business performance and management decisions to topline growth
• Create innovative datasets and analyses to support topline growth in collaboration with FP&A business partners
• Partner with the FP&A team and the Controllers’ organization to continuously improve financial processes and procedures
• Perform other duties as assigned by FP&A leadership and/or the Chief Financial Officer