Senior Analyst, 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 an Emerging Product Services Senior Analyst to join our Emerging Product Services team with the Product Optimization organization at athenahealth. Your job will be to provide support for our emerging products and services, by responding to internal and external stakeholders, troubleshooting complex issues, and executing on defined product deliverables, and providing timely resolutions.

But enough about us. Let’s talk about you. 

You enjoy helping others by supporting customers. You love troubleshooting and problem solving. You want to roll your sleeves up, learn by doing, identify enhancements to product functionality, optimize support workflows and improve the overall customer experience. The ideal candidate will demonstrate excellent attention to detail and thrive in an environment where you “own” a core set of responsibilities, while flexing into additional opportunities as they arise. 

This non-exempt, hybrid role is located in our Belfast, Maine office; the team member will go into the office one day a week.

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 the Customer Success and Operations teams. The emerging offerings that this role may be tasked with supporting include: athenaPatient mobile app, athenaOne Dental product, Chronic Care Management service, Network Solutions, and other emerging products and services.

Job Responsibilities 

• Communicate with customers and stakeholders to gather information and convey updates

• Troubleshoot and resolve issues using online help resources and/or coordinate with Customer Success and Product stakeholders on technical dependencies

• Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows

• Execute on SOPs for completing product delivery tasks, improving knowledge resources, notifying Product of issues, and maintaining a positive customer experience

• Communicate project status, timelines, deliverables and potential risks to manager, and partner on updates to customers and project stakeholders

Typical Qualifications 

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

• Analytical and/or project management experience 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

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. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.  

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work. 

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability. 
 
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality