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athenahealth logo
athenahealth

We provide network-enabled services, mobile apps, and data-driven insights to hospitals and medical organizations.

Customer Support Engineering Manager

Engineering ManagerEngineering ManagerOtherRemoteSeniorTeam 5,001-10,000Since 1997H1B SponsorCompany SiteLinkedIn

Location

Massachusetts

Posted

89 days ago

Salary

$84K - $144K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Customer Support Engineering Manager

athenahealth

• Deliver exceptional support experience for clients and integrations with athenahealth’s products • Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration • Build relationships and communicate with clients and vendors through various channels • Manage escalated issues effectively, providing post-mortem root cause analyses to stakeholders • Proactively seeks to automate and improve existing internal operational processes • Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors • Lead the monitoring and management of metrics to ensure performance meets monthly goals • Coordinate work across team members, engaging with key internal teams to identify, develop, and support new features that meet client needs • Provide training and feedback to internal teams on complex issue resolution • Learn new technical tools to enhance skill sets

Job Requirements

  • Bachelor's degree (preferred: Business, Economics, Health Administration, Engineering, or Health Informatics)
  • 5+ years of professional experience or related experience, with progressively increasing responsibilities
  • Strong technical acumen and curiosity towards integration technologies
  • Extensive experience with API or HL7 integrations
  • Exceptional problem-solving and analytical abilities with an understanding of their application in addressing business challenges
  • Proven capability to reengineer processes and tools to enhance scalability, efficiency, and quality
  • Adaptability to handle rapidly changing priorities and a dynamic work environment
  • Strong desire to develop deep expertise across athenaNet products
  • Excellent communication skills, including articulate listening, writing, and relationship-building at all organizational levels
  • Proven ability to collaborate and influence both internal and external stakeholders to drive results
  • Demonstrated capacity to size opportunities, establish success metrics, secure stakeholder buy-in, and deliver outstanding business results
  • Commitment to taking responsibility for implementing feedback and continuous improvement
  • Experience interacting with client escalations
  • Ability to innovate and thrive in a fast-paced, evolving company environment
  • Demonstrated enthusiasm, creativity, dedication, and an open-minded approach to collaboration.

Benefits

  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
  • Tuition assistance
  • Employee resource groups
  • Collaborative workspaces
  • Commuter support
  • Employee assistance programs

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