Extended Revenue Cycle Management Program, Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:  

The Extended Revenue Cycle Management (ERCM) Program, Manager supports the organization in efforts to drive performance of the following emerging services: 

• athenaOne® Medical Coding 

• athenaOne® Enhanced Claim Resolution 

• athenaOne® Authorization Management 

As the subject matter expert, the Program Manager will support customer needs throughout the lifecycle to reduce attrition, accelerate value realization and improve customer experience and satisfaction.  This individual must support cross-functional teams in building their understanding and value of the services and strategically collaborate with Operations, Product, and Sales leadership to evolve our offerings to satisfy the needs of our customers.  This lateral connection will improve the continuity of experience that each customer receives. This role works to drive accountability and engagement of our internal teams to ensure customers are seen through multiple lenses and receive optimal care for their specific needs.   

Additionally, this Manager is the dedicated, cross-functional Customer Success leader in the Operations organization for the ERCM products and responsible for the contributing to its long-term growth and success.   As experts in these products, they help the organization with market strategy, and how to evolve our products with the market, to achieve optimal growth and customer retention. They must influence and lead a cross-functional team of product DRIs who are responsible for enabling the broader organization to uniquely support prospects and customers. 

Responsibilities:   

50% Develop and Scale Customer Management Processes 

• Facilitate information exchange between Customer Success Managers (CSM) and service tier teams. 

• Influence information dissemination and adoption strategy of new features. 

• Understand training journey and provide insight into training opportunities and guidance on where to invest in additional training. Act as an SME for training content.  

• Surface opportunities to optimize case management process and inform agent training.  

• Identify onboarding/configuration gaps and influence new programs, tools, and processes to address those gaps.  

• Leverage data, customer insights and Customer Success deep dives to:  

• Develop proactive and automated monitoring of client performance.  

• Categorize and prioritize actionable drivers of client dissatisfaction and attrition.  

• Collaborate on the development of metrics to support client value narrative and support efforts to enable Onboarding and CSM team on value narratives/performance coaching. 

• Operationalize robust issue management process, including guided workflows with clear expectations and defined stakeholder responsibilities from pre-sale through post go-live. 

25% Communicate strategy and create feedback loops between Operations, Product, & Sales 

• Collaborate with and influence cross-functional ERCM leadership team to influence their product strategy and shape the vision of athenahealth products.   

• Educate and inspire cross functional teams with the latest emerging market trends, direct customer feedback and analysis to elevate athenahealth’s overall product capabilities and offerings.   

• Evaluate and help to respond to top product optimization opportunities from clients, support resolution of product related prospect & client escalations. 

25% Customer Support   

• Support Onboarding and CSM with issue management by:  

• Promoting more effective issue triage, including working directly with customers.   

• Promoting more effective issue resolution in collaboration with Customer Care and TES.  

• Manage and maintain the ERCM Customer Success Support Pathways and Resources for Issue Triaging, including the ERCM Teams Channels, Office Hours, and ERCM Resource Manual.  

• Coordinate with cross-functional teams to assist with escalation and termination remediation. 

Education & Experience Required:  

• Bachelor's Degree  

• 3-5 Years of Professional Experience  

• 2 - 3 Years of Working Knowledge of Healthcare Revenue Cycle, Commercial Insurance / Managed Care, and/or exposure to EMR in a Sales, Services or Implementation Capacity, and/or specific experience in Account Management, Operations, or a Customer Service Capacity.  

• Strong proficiency in Microsoft Offic