Athenahealth

Overview

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India.

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 h

Requirements & Eligibility

• Bachelor’s degree in Business, Healthcare Administration, Communications, or a related field, or equivalent practical experience.
• 0 to 4 years of experience in customer support, healthcare operations, revenue cycle management, or a related role.
• Working knowledge of US healthcare processes, terminology, or workflows.
• Working knowledge of RCM concepts and support-related use cases.
• Ability to investigate issues using structured problem-solving and sound judgment.
• Strong written and verbal communication skills for customer and internal partner interactions.
• Experience documenting cases or maintaining records in a support or service management system.
• Comfort using AI-enabled tools to improve productivity, organize information, and support day-to-day work.

Key Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.
• Analyze customer problems related to US healthcare and RCM workflows to identify likely causes and next steps.
• Document case details, findings, and resolutions in support systems to maintain complete records.
• Collaborate with internal teams to route issues, gather information, and support resolution efforts.
• Monitor support queues and case status to help ensure requests are handled within expected timelines.
• Communicate clearly with customers and internal partners to set expectations and share progress updates.
• Review support trends to identify recurring issues and share observations that may improve service quality.
• Apply AI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available.