Senior Manager, Authorization Management

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

Position Summary

The Sr. Manager, Authorization Management (ICM) leads strategic initiatives primarily focused on expanding athenahealth's Authorization Management service product, unlocking new opportunities and enhancing customer value across emerging markets. With a deep understanding of the healthcare space and strong commitment to customer obsession, this role drives value-based ROI and facilitates growth into new areas. Through close collaboration with Product teams, the Sr. Manager develops and executes roadmaps, implements new and innovative workflows, and ensures adaptability to shifting priorities, while also overseeing projects, mentoring teams, and serving as an externally facing expert to optimize service delivery and boost customer NPS.

About the Team: 

The Authorization Management team at athenahealth is dedicated to simplifying healthcare processes by focusing on reducing the burden of obtaining prior authorizations for care. The primary mission is to unburden practices from cumbersome workflows, enabling timely patient care through reliable and efficient services. By delivering on promises to minimize client work, ensuring quick resolution of authorization requests, and leveraging scale, network knowledge, and technology for accurate determinations, the team plays a crucial role in enhancing operational efficiency and supporting providers in delivering essential care.

The team is responsible for optimizing time-consuming authorization tasks, fostering faster care delivery, and driving accurate outcomes that align with athenahealth's broader goal of curing complexity in healthcare. This involves collaborating across the organization to implement scalable solutions that improve customer satisfaction and contribute to business growth.

Essential Job Responsibilities

• Strategic Oversight and Project Management (60%):

  • Lead and manage a portfolio of projects to reduce customer work and improve operational efficacy, incorporating market forces, customer requirements, and user needs across teams and geographies.

  • Drive communications with stakeholders, including senior leadership, to ensure alignment and deliver superior service by integrating client feedback and identifying automation or process improvements.

  • Translate complex issues and data into clear user stories, metrics, and recommendations, while managing project timelines, deliverables, and conflict resolution to meet deadlines.

• Product Partnership and Consultative Guidance (25%):

  • Leverage performance metrics, client feedback, and data insights to influence the product roadmap and assist in prioritization with Product Management/R&D teams.

  • Act as an externally facing expert, assisting with customer escalations, analyzing data for opportunities, and providing coaching on best practices to maximize client performance.

  • Support business development, strategic planning, and high-touch client interactions, ensuring solutions align with organizational objectives and foster a customer success mindset.

• Talent Development and Mentoring (15%):

  • As an individual contributor, focus on mentoring and coaching colleagues across the organization to support professional growth and development.

  • Participate in hiring processes, onboarding, and training initiatives to ensure effective team building and knowledge transfer.

  • Foster a culture of continuous improvement by providing feedback, guidance, and development opportunities, while contributing to resource planning and long-term project prioritization.

  • Promote a collaborative environment that encourages learning and innovation without direct supervisory responsibilities.

Expected Education, Experience, & Skills Required:

• BA or BS degree preferred.

• 10+ years of experience working with stakeholders in a business environment, including cross-functional teams and healthcare/health IT settings.

• Strong project management skills, with experience leading complex initiatives and driving results independently.

• Proficiency in data management tools, quantitative analysis, and metrics development for operational and analytical purposes.

• Demonstrated ability to manage and influence teams, solve problems, and meet deadlines in a fast-paced environment.

• Excellent oral and written communication skills, with expertise in negotiation, conflict resolution, and stakeholder engagement.

Behaviors & Abilities