CX Associate Manager Posting, L1 Customer Care
Core
Lead customer support operations for athenahealth's Clinicals electronic health record (EHR) and Communicator workflows, ensuring service levels, quality, and productivity for healthcare providers.
Role type
Senior Individual Contributor (IC) Customer Experience Manager
Builds
Customer support operations for Clinicals EHR and Communicator workflows
Domain
Healthcare IT / Electronic Health Records (EHR)
Deliverable
Dashboards & analysis
Required skills
People leadership, escalation management, process improvement, root-cause analysis, data-driven decision making, change management, workforce planning, compliance monitoring
Preferred skills
EHR workflows knowledge, customer support tools experience, reporting dashboards familiarity, workforce metrics analysis
Technologies
AI-enabled tools, workflow automation, case management systems, reporting dashboards
Responsibilities
Lead day-to-day team operations for Clinicals customer support; Coach and develop team members; Manage escalations and complex customer issues; Analyze service metrics and trends; Implement process improvements; Contribute to workforce planning and scheduling
Seniority
Senior, hands-on IC with team leadership