Clinical Product Delivery Senior Associate

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

We are looking for a Senior Associate to join our Clinicals Product Delivery team within the Product Optimization division. Responsibilities include collaborating with stakeholders to design and implement improved workflows that contribute to our ability to scale our support of core Clinicals functionality. You will support our internal and external customers by resolving complex support cases, collaborating with teammates on strategic initiatives, and driving all aspects of work to completion. The ideal candidate is a creative problem solver who enjoys a fast-paced, dynamic team environment and is comfortable with shifting priorities. You are consistently aligned to team and organizational goals and challenge yourself to grow both personally and professionally. You are self-motivated and work well individually and as part of a team.

The Team: Our Clinicals Product Delivery team drives customer satisfaction by designing and implementing scalable support models, curating comprehensive and detailed resources, and collaborating cross-functionally to streamline workflows. We are responsible for the standardization, management, and continuous improvement of content assets that are critical to supporting a positive customer experience, leads to exceptional patient care and contributes to organizational success. The team engages in the product development process to support content for new workflows and features. We manage collateral for workflows including templates, orders/results, clinical providers, patient health information sections, screening questionnaires and care management. 

Job Responsibilities (Include but are not limited to)

• Build and publish new or updated screening questionnaires as part of our regular release cadences

• Efficiently resolve issues, requests and escalations submitted via Salesforce while seeking opportunities for process improvements

• Collaborate with internal and external stakeholders to drive alignment and enhance workflows

• Curate and develop resources to support stakeholders

• Execute on Standard Operating Procedures (SOPs) to complete tasks and improve knowledge, performance and value

• Proactively seek opportunities for individual growth and development

Qualifications

• Bachelor’s Degree in relevant field preferred

• 3+ years of professional experience or equivalent combination of experience/education

• 2+ years of customer support, analytical and/or issue management experience preferred

• Proven problem solving and investigative skills that demonstrate willingness to take risks and drive outcomes

• Proficiency in navigating internal tools such as Salesforce, Confluence, and JIRA preferred

• Excellent verbal and written communication skills, including the ability to tailor communication-based on audience

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

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 that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collabor