Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Emerging Product Services Associate
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We are seeking an Emerging Product Services Associate to join our Emerging Product Services team with the Product Optimization organization at athenahealth. Your job will be to provide support for our emerging products and services, by responding to internal and external stakeholders, troubleshooting complex issues, executing on defined product deliverables, and providing timely resolutions.
But enough about us. Let’s talk about you.
You enjoy helping others by supporting customers. You love troubleshooting and problem solving. You want to roll your sleeves up, learn by doing, identify enhancements to product functionality, optimize support workflows and improve the overall customer experience. The ideal candidate will demonstrate excellent attention to detail and thrive in an environment where you “own” a core set of responsibilities, while flexing into additional opportunities as they arise.
The Team: The Emerging Product Services (EPS) team incubates new products and services by designing optimal enablement pathways, providing customer support, developing training collateral, and surfacing gaps to Product, ensuring that new offerings are stable and at scale before handing off to Customer Success and Operations teams. The emerging offerings that this role may be tasked with supporting include: athenaPatient mobile app, athenaOne Dental product, Chronic Care Management service, Network Solutions, and other emerging products and services.
This exempt, hybrid role is located in our Belfast, Maine office; the team member will go into the office one day a week.
Job Responsibilities
Communicate with customers and stakeholders to gather information and convey updates
Troubleshoot and resolve issues using online help resources and/or coordinate with Customer Success and Product stakeholders on technical dependencies
Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows
Execute on SOPs for completing product delivery tasks, improving knowledge resources, notifying Product of issues, and maintaining a positive customer experience
Assist in refining SOP documentation to improve the customer and stakeholder experience and optimize best practices
Communicate project status, timelines, deliverables and risks directly to manager, customers, and project stakeholders
Typical Qualifications
3+ years of professional experience or equivalent combination of experience/education
2+ years of analytical and/or project management experience preferred
Proven problem solving and investigative skills that demonstrate willingness to take risks and drive outcomes
Excellent verbal and written communication skills, including the ability to tailor communication-based on audience
Strong organizational and time management skills, ability to balance multiple competing priorities
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.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our 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 their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support 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’s Corporate 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, 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.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
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.
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 taoperations@athenahealth.com for assistance.
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