AthenaOne Support And Services Manager

Reports to: Director of athenaOne Division

Location: Corporate, Pittsburgh, PA

Classification: Exempt

Full-time

Summary of Position

The Manager of athenaOne Support and Services Manager is responsible for all athenaOne ambulatory customer Collector and clinical support requirements and related add-on services including but not limited to, patient calls, virtual receptionist and payer authorizations. As a leader in the organization, the successful candidate is a master of designing, building, and managing teams to support athenaOne Collector, Communicator, and Clinicals.

This is a fast-paced position that supports hundreds of Physicians, Nurses, office staff in both small and large Physician Practices. The systems we provide, and support are critical for Physicians to serve and help their patients. We define “customer WOW” as delivering on our promise by meeting or exceeding our stated Service Level Agreements (SLA) each day to support and improve the customer experience. We seek to build and sustain customer loyalty by providing exceptional customer service. This individual will drive success of the Support Services Teams through constant evaluation, development and coaching of all team leaders and members. The goal of the Support organization is twofold; one, be responsive to the day to day needs and resolve the customers issues, and two, be forward looking and proactive by communicating with customers and providing them with information and anticipating their needs. This position oversees a high intensity and high-volume call center. Service tickets are often demanding. Meting and exceeding the customer expectations is of the utmost importance.

Duties/Responsibilities of Position

• Manage the day to day operations to meet the athenaOne applications support and customer services needs and consistently deliver on operational service level agreements for both external and internal customers/partners
• Must have experience running a large volume call center to handle patient calls regarding their statements, providing virtual reception services, obtaining authorizations from insurance companies and other related administration calls.
• Manage inhouse and offshore application support and services team for athenaOne support and services.
• Contribute to the development of the Support and Services vision; translate the vision into short-/long- term goals and deliverables that support the operations of all customer needs.
• Work with all levels of management including the C-Suite
• Provide expert and strategic and operational advice to members of the leadership team on all support and services matters affecting the athenaOne customers.
• Coach, mentor, and develop a team of support and services, leading them to meet or exceed expectations for productivity, quality, and achievement of Customer satisfaction.
• Consciously create a workplace culture that emphasizes the mission, vision, guiding principles, and values of the Company. Create a culture of support and services focused on deep business alignment, accountability for outcomes, and continuous improvement. Drive transformational change and innovation while balancing business, infrastructure, and support needs.
• Ensure service-level requirements are met while upholding all governance standards.

Qualifications

• 5+ years’ experience running an athenaOne support team required, preferably paired with 3+ years leading a call center team.
• Experience overseeing offshore support team
• Develop and deploy industry best application support and call center practices
• Possess strong process improvement and optimization experience

• Ability to operate independently, manage multiple simultaneous projects, and bring projects to a successful, timely completion.
• Strong written and oral communication skills and an ability to communicate with a cross-functional audience.

Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.
• The noise level in the work environment is usually moderate.

The duties listed above are not all inclusive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to the position. The position description does not constitute an employment agreement between Virtual OfficeWare and the duties are subject to change by Company management as the needs of the organization and requirements of the position change.

Virtual OfficeWare (DE), LLC, offers competitive compensation and benefits plans. VOW is an equal employment opportunity employer. Women and minorities are encouraged to apply.

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