Description
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary: Revenue Cycle Case and Escalation Management (RCCEM) is the end of the line escalation team researching and resolving our most complex and sensitive client issues. RCCEM is the horizontal team responsible for driving actionable insights across Operations by providing visibility into the services we deliver, ensuring they align to athena’s value proposition and the service our customers expect. The Revenue Cycle Case & Escalation Management (RCCEM) Team is an integral part of ensuring that when a client has a complex issue it is quickly, accurately, and effectively resolved. The RCCEM Associate strives to create visibility into case performance across Operations, driving consistency in terminology and measurement while championing our efforts to improve case resolution performance and the impact those efforts are delivering.
Essential Functions (Duties and Responsibilities):
- 55% Client issue management (Most important job duty): Partner directly with internal and external stakeholders to provide support and drive improvements in client issue management using our single point of entry issue management system within Salesforce. An Associate will be focused on meeting or exceeding expected TAT and quality through close collaboration with client-facing and operational teams. Once clear drivers of client issues have been identified, the Senior Associate will facilitate outreach to appropriate operational teams to improve client outcomes. Upon completion of specific issue resolution, the Senior Associate will ensure root cause, remediation actions, and results are communicated to clients as needed.
- 15% Operational Data analysis, pattern identification / trending: Support our internal operational teams by adhering to the standardized issue reporting process governed by athenaNation’s single source of truth. Ensure the right types of information are being used to enable analysis of issues so actionable insights can be gleaned. Provide case analysis and comprehensive client sentiment trends and drivers. Work closely with peers and partner teams to identify root cause and agreed-upon solutions.
- 15% Influence Roadmaps: Work with peers and partner teams to influence the service roadmap by providing comprehensive business cases. Business cases should initiate formal charters and should include a summary of the business problem, the suggested approach to resolve, why it is important to our customers and our business, success statement, strategic alignment and what should be in and out of scope.
- 15% Pursue Better Outcomes for Clients: Pursue opportunities to reduce case inflowand improve client sentiment by: creating training and/or communication materials; suggesting workflow and quality improvements to the proper teams; or otherwise driving fellowship with client-facing teams and clients.
Education & Experience Required:
- An ideal candidate will have medical billing/US healthcare experience or have demonstrated the ability to rapidly learn the foundational concepts of US healthcare and medical billing
- All candidates must possess a strong desire to learn, as well as embrace athenahealth's unique problem-solving and creative-solutions based approach to our work
- Applicants should be excited by the prospect of working in a dynamic and collaborative environment of continual change/improvement, driven by our rapid rate of growth
- As such, qualified candidates must possess strong analytical, communication, and organizational skills, and be very detail oriented to provide on-going support of client performance
- Bachelor's degree or equivalent experience
Knowledge & Skills:
- Comfortable with Excel and/or other business tools (Smartsheets, Google tools, Sharepoint, etc.)
- Proven ability in manipulation of large data sets to understand root causes and trends
- Proven and effective verbal and written communication skills
- Research skills; via phone, websites, payer manuals, etc.
- Ability to identify issues and recommend process improvements
- Ability to work as part of a team and also independently; strong awareness when to loop in others to problem-solve
- Proven ability in project management and/or cross-team partnerships
- Medical Coding experience and training preferred, but not required
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices 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 and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
