Product Support Analyst
4 weeks ago
Product Support Analyst
to join our Integration Services Operations team. You will be responsible for supporting workflows and projects aimed at improving the efficiency and growth of athenahealth’s interoperability network or ‘backbone’. But enough about us; let’s talk about you.
You are an excellent communicator with strong technical support experience. You maintain relationships with interface vendors and work on production support tasks as assigned and will actively collaborate with internal teams across different geographies withinathenaas and when required.The Team:
EDI Product Support team is responsible for maintaining, managing and supporting our national, cloud-based network leveraged by tens of thousands of providers to deliver the right information, at the right time, to the right place in the health care supply chain to coordinate care and improve healthcare. The team provides coordination and technical guidance for all technical Support activities ensuring our client needs are satisfied by constructing strong business relationships between colleagues across Integration Services and athenahealth, managing these partnerships to ensure outstanding client satisfaction.Job ResponsibilitiesManage the transaction workflows and resolve complex issues related to patient’s eligibility, claim submission, claim status inquiry and remittance processing through direct communication with internal (athenahealth) and external (Insurance companies/Clearinghouses/Collection agencies) stakeholders.
Investigating and resolving issues in Payer EDI related work queues, including interfaces connectivity errors, rejected claims in Athena HOLD queues and missing response files.
Develop a comprehensive understanding of athenahealth’s back-office operations and how relationships between various teams and their workflows influence in complex problem solving.
Other duties as assigned by the EDI Product Support Manager necessary to help optimize and expand EDI operations.
Typical Qualifications1-3 years’ work experience within US health care framework
Graduate in engineering, science, or commerce stream.
Fluency in both spoken and written English
Willingness and ability to work flexible hours to ensure substantial overlap with US-based teams (Morning/Afternoon/Evening/Night) shift timings
About athenahealthHere’s ourvision:
To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.What’s unique about our locations?From an historic, 19thcentury arsenal to a converted, landmark power plant,allofathenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our10offices 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 andimplements products and services that support US healthcare: It’sour chance to create healthier futures for ourselves, for our family and friends, for everyone.Our vibrant and talented employees — orathenistas, as we call ourselves — spark the innovation and passion needed to accomplishour 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 theirbestselves to work.Our size makes a difference, too: We are small enoughthatyourindividual contributionswill stand out— butlarge enoughto grow your career with ourresources and established business stability.Giving back is integral to our culture. OurathenaGivesplatform strives tosupport 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 healthcare for all in the future. As part of the evolution of athenahealth’sCorporate Social Responsibility(CSR)program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.What can we do for you?Along with health and financial benefits,athenistasenjoy perks specific to eachlocation, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces — some offices even welcome dogs.In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistaswithacompany culturebased onlearning,the support of anengaged team,andan inclusive environment where all employees are valued.We alsoencourage a better work-life balance forathenistaswith our flexibility. Whilewe 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.
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