Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary
The Live Channel Help Desk Manager of Level Two Customer Support will lead and develop a team of highly engaged subject matter experts, delivering exceptional agent and client experiences, assisting in resolving client issues across our Level Two organization, while navigating a fast-paced environment.
You align business processes to work with those of customers. You ensure the team has the right mix of skills and leverages the strengths of individual members. You are an effective team member and display initiative and flexibility in team goal orientation, in an ever-changing environment. You prioritize and multi-task in a fast-paced environment and can manage several projects simultaneously.
The Team: Our Level Two Customer Support teams supports our Live Channel Customer Care department by addressing issues across our suite of athenaOne products via multiple channels available to them (including but not limited to call, case, and chat). This includes outbound interactions as well as multi-case engagements.
Job Responsibilities
- Lead a team of Level Two analysts and associates focused on meeting customer service, efficiency, and quality standards to meet/exceed client expectations across multiple support channels
- Coach and develop a team of high performing Subject Matter Experts to foster talent and career development
- Responsible for hiring and attrition efforts of the team
- Set and monitor annual performance goals and objectives, including performance appraisals
- Build, maintain and deliver operational reporting to Customer Care leadership
- Ensure escalations are managed quickly and effectively
- Leverage business insights to influence KPI performance
- Manage workforce to meet fluctuating volumes and needs across support channels where our agents and clients need us
- Influence and Innovate – drive organizational results through strategic thinking
Typical Qualifications
- Strong communication and business writing skills
- Customer Service focused experience
- Experience in people management and leading teams
- Report creation and analysis background with a demonstrated ability to organize and present data is desirable
- Demonstrated competence of customer service management
- Ability to track numerous detail-intensive, interdependent tasks and ensure accurate completion
- Demonstrated ability to role model effective relationship building across departmental and company lines, hold difficult conversations with clients and internal stakeholders and effectively present and communicate with C-Level internally and externally
Education & Experience
- Bachelor’s degree or equivalent experience required
- 5 of more years of professional experience, athenaOne application experience preferred
- Proven experience in leading and managing teams, with a strong ability to inspire, develop, and motivate employees toward achieving goals.
- Proficiency in Microsoft Excel for data collection, analysis, and reporting to support informed decision-making.
- Preferred familiarity with data visualization tools such as Power BI to enhance data presentation and insights.
- Preferred experience with Salesforce CRM.
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 collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
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