Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

As a member of the Integration Network Management team, you will be responsible for delivering exceptional support experience for our clients and their API integrations with athenahealth’s products, ensuring seamless workflow execution and access to relevant data. Senior Associates must exhibit a deep knowledge of both integration design and athenaNet product workflows to be successful in distinguishing between intended functionality and true bugs. Individuals will provide elegant solutions for our client’s most complex issues or deliver critical feedback to modify integrations if necessary. Team members will consistently provide excellent service to clients through collaborative investigation, tenacious problem-solving, and accurate and quick stakeholder communication.

As an Integration Network Management Senior Associate, you will serve as the client’s designated subject matter expert for all integration related issues from initial identification until full resolution. Team members will own client issues and requests via CRM and will utilize their deep integration knowledge paired with curated documentation to provide accurate and concise resolutions. For our client’s most complex problems, Senior Associates will work collaboratively to translate the client’s expectations to external vendors and to our development teams as well providing the client with the background around the intended workflows and functionalities of athenaOne’s products and integrations. Team Members will provide relevant feedback to our development teams about integration bugs and innovative improvements based on their advanced athenaNet product expertise.

 
The Team: Our Interface Network Management team ensures the successful transmission of billions of transactions each month across our cloud platform. We enable providers to seamlessly transmit orders and receive results, coordinate patient schedules across platforms, share patient records securely, and create claims accurately to reduce client work.
 
Job Responsibilities

Troubleshoot & resolve client and vendor API integration issues via CRM through information gathering, integration testing, documentation research and cross-functional collaboration
Build relationships and communicate with our clients and vendors through calls, emails, meetings and Salesforce to understand the full scope of reported issues, provide detailed analysis and accurate resolutions
Provide training and feedback to internal teams including our global team, other complex issue resolution case teams, Tier 1 Support, the Salesforce Case Process team, and Engineering.
Provide second line of US-based support to our team in India for our most complex and delicate support issues, stepping in as subject matter experts
Utilize technical tools such as Kibana, Grafana, OpenSearch, Bruno, and SQL to quickly replicate and find resolutions to urgent API issues and autonomously execute necessary updates, decisions and or changes for our clients
Use SQL to gauge impact of widespread client issues and routinely query athenaOne tables to assist in data validation and issue resolution
Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors

Typical Qualifications

Bachelor's degree (preferred: Business, Economics, Health Administration, Engineering, or Health Informatics)
3+ years of professional experience or related experience
Demonstrated ability to assume independent responsibility for various projects
Comfort and curiosity with technical stakeholders and issues
Experience interacting with client escalations
Prior experience with API integrations. Particularly FHIR implementations.
Strong problem-solving and analytic skills and an understanding of application in solving business problems

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.

athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.

https://www.athenahealth.com/careers/equal-opportunity

API Product Support Senior Associate

Athena Health

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