Product Support Analyst
3 days ago
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
Product Support Analyst is responsible for supporting workflows and projects aimed at improving the efficiency and growth of athenahealth’s interoperability network or ‘backbone’. This network supports the transmission of various healthcare documents including lab results, imaging results, patient demographics, charges, appointments and prescriptions between athena, clients and trading partners. The Product Support Analyst will maintain relationships with interface vendors and work on production support tasks as assigned and will actively collaborate with internal teams across different geographies within athena as and when required. This position reports directly to the Manager - Product Support in Chennai.
Essential Functions (Duties and Responsibilities):
Analyzing and troubleshooting interface work queues, related to lab, imaging, clinical documents, patient demographic, and charge interfaces. Communicating with labs, hospitals, IT vendors, pharmacies, payors, and athena stakeholders to convey interface status and timelines. Managing a high volume of tasks and maintaining priorities. Developing a comprehensive understanding of athenahealth’s healthcare transactions and how relationships between teams and their workflows influence complex problem solving Diagnosing, analyzing, and resolving issues related to electronic data interchange of the live lab, imaging, demographic, charges, orders, document interfaces, and electronic prescription routing. Other duties as assigned by the Manager or SME that are necessary to help optimize and expand interface operations. Willingness and ability to work flexible hours to ensure substantial overlap with US-based teams (Morning/Afternoon/Evening/Night) shift timings.Education & Experience Required:
Graduate in Engineering, Science, Computer Science, or Commerce. 1-3 years’ work experience within Health Care, Product Support, Tech Support, Customer Service.Knowledge & Skills:
Proven ability to meet deadlines in a fast-paced environment. Flexibility to adapt to change in a rapidly expanding and fast-paced company. Familiarity working with HL7 or similar interoperability standards. Familiarity working with any CRM tools. Fluency in both spoken and written English Good communication skills and an ability to effectively engage with members of cross geographical teams in India and the US. Excellent customer service skills and professionalism to effectively manage communication with external parties including vendors and payors.About athenahealth
Here’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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