Manager Emerging Product Services

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

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

We are seeking a Manager, Emerging Product Services to join our Emerging Product Services team with the Product Optimization organization at athenahealth. Your job will be to lead, teach, support, and motivate a team of athenistas who are passionate about providing support for our emerging products and services, including responding to internal and external stakeholders, troubleshooting complex issues, executing on defined SOPs and product deliverables, and providing timely resolutions.  

You enjoy developing people and growing teams to drive results, elevate individual skillsets, and introduce tooling and technology to drive efficiencies and insights. You prefer to roll up your sleeves, learn by doing, identify enhancements to best practices, and then zoom out to develop strategies and deploy recommendations to scale the team. The ideal candidate will demonstrate excellent attention to detail and thrive in a fast-paced environment where the support needs are continuously evolving.  

The Team: The Emerging Product Services (EPS) team incubates new products and services by designing optimal enablement pathways, providing customer support, developing training collateral, and surfacing gaps to Product, ensuring that new offerings are stable and at scale before handing off to Customer Success and Operations teams. The focus of this people manager will be leading the “Product Delivery” function of EPS, which provides Product-imbedded services, including Chronic Care Management (CCM) support (CCM claim generation, denials management, and practice implementation), and PEX messaging campaign builds (pseudo-code deployment of messaging templates to engage patients), as well as overall optimization and scaling of these capabilities. 

Job Responsibilities  

·       Responsible for development of direct reports, including identifying training needs and providing development opportunities 

·       Conduct 1:1s and team meetings with direct reports to motivate and guide them in their work 

·       Set and monitor annual performance goals and objectives, including performance coaching and delivering reviews 

·       Build, maintain, and deliver team KPIs and reporting to support day-to-day operational rigor and leadership insight 

·       QA the team’s deliverables and resolutions, coaching on improvement opportunities, as needed 

·       Collaborate with leaders across the organization to advance initiatives, align on shared vision and mission, and ensure team resources are effectively distributed 

·       Ensure all escalated issues are quickly and effectively triaged and communicated, leading stakeholder calls to deescalate as needed 

·       Partner with CS and Product stakeholders to advocate for solutions and prioritization needs to overcome support challenges and customer issues 

·       Initiate best practice and SOP improvement opportunities, partnering with directs reports to improve the customer and stakeholder experience, and increase the efficiency and impact of the team 

Typical Qualifications  

·       Bachelor’s Degree or equivalent experience required 

·       10+ years of professional experience or equivalent combination of experience/education, preferably including 3-4 years supporting athenaOne application  

·       3-5+ years of people management experience preferred 

·       Excellent verbal and written communication skills with the ability to tailor communication based on audience, including translating and liaising between customer-facing teams, Developers, and Product Owners 

·       Proven experience optimizing best practices and driving problem solving that demonstrate a willingness to take risks and drive outcomes 

·       Strong organizational and time management skills, ability to balance multiple competing priorities 

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.  

What’s unique about our locations? 
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together. 
 
Our company culture might be our best feature. 
We don't take ourselves too seriously. But our work? That’s another story. athe