Senior Manager, Coding Customer Experience

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

Senior Manager, Coding Customer Experience

We are looking for a Senior Manager of Coding Customer Experience to join our Medical Coding team. In this role, the Senior Manager of Coding Customer Experience will lead strategic planning, customer improvement efforts, cross-functional collaboration, and team development to support a strong and consistent customer experience. This role will partner closely with teams across Customer Success, Onboarding, Sales, Product, and Research and Development to translate customer needs into service and product enhancements. This position will report to our Operations Executive Director who leads the Medical Coding team.

The Team: The Coding Customer Experience team helps customers realize value from athenahealth’s medical coding services by improving service quality, identifying opportunities for better outcomes, and supporting effective operational execution. The team partners with Customer Success, Onboarding, Sales, Product, and Research and Development to connect customer feedback, service performance data, and business priorities. They support roadmap planning, customer improvements, reporting, and process refinement across the coding service experience. The team uses customer insights, performance metrics, and cross-functional collaboration to improve service delivery and inform future enhancements.

Job Responsibilities

• Lead strategic planning and service oversight for the medical coding customer experience.

• Partner directly with customers to identify improvement opportunities, address service issues, and support positive customer outcomes.

• Monitor customer trends, performance indicators, and outlier activity to guide proactive outreach and service improvements.

• Provide guidance on clinical documentation best practices to support compliance and reimbursement accuracy.

• Translate customer needs, market inputs, and performance data into recommendations that improve services, processes, and roadmap priorities.

• Collaborate with Product, Research and Development, Sales, Customer Success, and Onboarding teams to support feature enhancements and prioritize tradeoffs.

• Develop and use metrics, reporting, and analysis to measure service value, customer impact, and return on investment.

• Manage team planning, work prioritization, onboarding, and development to support current operations and future business needs.

• Integrate AI tools into workflows to help analyze customer trends, summarize service feedback, improve reporting efficiency, and support team decision-making while reviewing outputs for accuracy and business relevance.

• Travel 10% to 20% annually as needed.

Typical Qualifications

• Bachelor’s degree preferred.

• 7+ years of experience working with stakeholders in a business environment across cross-functional teams.

• 3+ years of experience in medical coding, revenue cycle, or a related healthcare operations field.

• CPC and/or CCS certification from AAPC or AHIMA preferred.

• Experience in healthcare or health information technology preferred.

• Experience analyzing complex problems and developing practical solutions.

• Experience using data management tools and applying analytical methods to support decisions.

• Experience leading and developing teams.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities, work through ambiguity, and communicate complex topics clearly to different audiences.

 

Expected Compensation

$117,000 - $199,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

 

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem t