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Belfast, Maine, United States
Onsite
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
Support the day-to-day operation of athenahealth’s platform services while helping improve the processes that keep work moving efficiently. In this role, you will triage and resolve cases, troubleshoot complex issues, and partner with internal and external stakeholders to deliver reliable support. You will also use data, reporting, and AI-assisted analysis to identify opportunities for improvement and support cross-functional initiatives. This role is based in Belfast, ME and follows a hybrid schedule. This role reports to the Platform Operations Manager.
About the Team:
The Platform Operations team supports customers by managing issues and helping enable products such as APIs, Data View, athenaPayer, and Coordinator Core. The team partners closely with product and technical teams to support operations for evolving platform products and partnerships. Team members use case management tools, JIRA, reporting tools, and documentation systems to resolve issues, track work, and improve processes. The team focuses on collaboration, continuous improvement, and scalable support for platform operations.
Essential Job Responsibilities:
Support daily platform operations by managing and troubleshooting complex customer issues using Salesforce and case management tools to ensure timely resolution.
Create, update, and manage JIRA tickets; collaborate with product and technical teams to investigate and resolve issues.
Develop and maintain process documentation, including SOPs, knowledge articles, and escalation guides, to reflect current practices and improvements.
Collaborate with stakeholders to understand business problems, gather requirements, and contribute to solution design.
Use data tools, spreadsheets, reports, and BI dashboards to monitor key metrics, identify trends, and surface process improvement opportunities.
Lead small projects or workstreams focused on process optimization in partnership with Senior Associates and cross-functional teams.
Facilitate cross-team discussions and working sessions to align on issues, requirements, and solutions.
Use AI-enabled tools and search features to summarize cases, spot patterns in operational data, and speed up documentation and analysis while applying sound judgment to review results.
Advocate for customers by anticipating pain points and documenting scalable workflows to address them.
Track project progress, risks, and outcomes to support continuous improvement initiatives.
Additional Job Responsibilities:
Support training and onboarding for new processes, tools, or documentation updates.
Contribute to team discussions on workflow improvements and operational best practices.
Assist with testing or validation of process changes before release or implementation.
Help maintain shared team resources and documentation libraries.
Escalate risks, blockers, or recurring issues to appropriate partners when needed.
Expected Education & Experience:
1–3 years of experience in an analyst, operations, or support role, or equivalent education and experience.
Experience in healthcare or health IT is preferred.
Ability to learn new technologies and product features quickly.
Familiarity with SQL, APIs, BI tools, or AI-enabled tools is preferred.
Experience with data analysis and reporting is preferred.
Familiarity with JIRA, Confluence, or similar tools is preferred.
Understanding of data management and platform services is beneficial.
Strong verbal and written communication skills with the ability to synthesize information for technical and non-technical audiences.
Experience facilitating small group discussions or working sessions is preferred.
Ability to document user stories and tickets with clear acceptance criteria.
Analytical and structured problem-solving skills, including root-cause analysis, workflow assessment, KPI definition, and solution development.
Expected Compensation
$51,000 - $87,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
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 hackathons. 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.
Learn more about our culture and benefits here: athenahealth.com/careers