CX Associate Manager Posting, L1 Customer Care

About the role

The Posting team supports revenue cycle operations by resolving complex issues and working through the portal to move cases toward resolution. The team partners with internal departments and external stakeholders to support timely outcomes, reduce backlog, and improve workflow quality. Team members use revenue cycle systems, reporting tools, and operational processes to track work, identify trends, and maintain performance standards. The team also supports broader operational change as work evolves toward a more continuous support model. Essential Job Responsibilities: - Oversee revenue cycle operations, including queue management, case handling, and performance against KPIs. - Monitor aging cases and implement actions to reduce turnaround time and backlog. - Manage denial prevention and denial resolution processes to improve workflow quality and case resolvability. - Identify operational bottlenecks, analyze root causes, and lead process improvements that strengthen efficiency and consistency. - Set performance expectations, review results regularly, and support productivity, quality, and SLA adherence. - Coach and develop team members, including SMEs and team leads, to build depth and support operational continuity. - Support the team's transition toward a 24/7 operating model by helping reinforce readiness, accountability, and customer impact. - Partner with internal teams, clients, physicians, clinical staff, front office staff, and vendors to resolve issues and support operational goals. - Prepare and present performance updates, trends, and corrective action plans to leadership. - Use AI-enabled tools to help review case patterns, summarize reporting, and identify workflow trends while applying sound judgment to validate findings before action is taken. Additional Job Responsibilities: - Develop and maintain SOPs in partnership with internal stakeholders. - Conduct audits and spot checks to support quality and compliance standards. - Share best practices and support continuous improvement across the team. - Help implement automation and workflow changes that improve efficiency. - Serve as a point of contact for operational communication and escalations. - Support change management efforts as new processes and priorities are introduced. About athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients - powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented employees - or athenistas, as we call ourselves - spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can do for you: Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces - some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we 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. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and ha