Associate, Revenue Cycle Case & Escalation… at athenahealth · Remote

Summary: athenahealth is dedicated to creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Associate, Revenue Cycle Case & Escalation Management supports the investigation, coordination, and resolution of complex revenue cycle cases and escalations, contributing to service consistency and continuous improvement in case handling processes. Responsibilities: - Manage revenue cycle cases and escalations in the CRM platform in accordance with team methodology and service expectations - Communicate with internal and external stakeholders, including customers, to provide timely updates and support resolution efforts - Investigate case drivers using available tools, resources, and documentation to identify effective paths to resolution - Analyze case trends and recurring issues and share feedback to support service delivery, service offering, or product improvements - Develop plans for assigned work, establish realistic timelines, and prioritize tasks based on urgency, impact, and dependencies - Coordinate work across teams by identifying ownership, assigning follow-up tasks, and supporting progress toward resolution - Use AI-enabled tools and features when available, to organize case information, streamline routine work, and support efficient analysis while applying human judgment to all customer- and case-related decisions - Contribute documentation updates that improve consistency, clarity, or efficiency in case handling processes - Assist with team initiatives focused on quality improvement, process refinement, or customer experience - Participate in onboarding or peer support efforts by sharing practical knowledge and process guidance - Support special projects or other assignments based on team and business priorities - Help identify opportunities to reduce avoidable case inflow through workflow or process improvements - Maintain awareness of operational changes that may affect case handling or escalation paths Required Qualifications: - Demonstrated ability to communicate clearly and professionally with internal and external stakeholders - Demonstrated ability to analyze issues, organize information, and support resolution through structured problem-solving - Ability to prioritize work, manage multiple assignments, and adjust plans based on changing needs - Ability to work collaboratively across teams and maintain process, follow-through, and documentation quality Required Skills: Revenue Cycle Management, CRM Platform, Case Management, Issue Analysis, Trend Analysis, AI-enabled Tools, Prioritization Benefits: Commuter support, Employee assistance programs, Tuition assistance, Employee resource groups, Collaborative workspaces, Flexibility, Book clubs, External speakers, Hackathons