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Chennai Corporation, Tamil Nadu, India
Onsite
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Customer Experience Manager, Clinicals leads customer support operations for athenahealth’s Clinicals workflows and helps ensure a consistent, high-quality experience for customers. Based in Chennai, India, this is a hybrid role that combines team leadership, operational oversight, and process improvement across Clinicals support activities.
This position partners closely with cross-functional teams to improve service delivery, manage escalations, and strengthen customer satisfaction through data-informed decisions and efficient workflow design. This leader will report to the Senior Manager.
Team Summary
The Associate Manager in the Customer Experience team within the Clinicals zone leads customer-support operations across athenahealth’s Clinicals electronic health record (EHR) and Communicator workflows. The role is accountable for people leadership, day-to-day service delivery, operational performance, and a consistent customer experience across encounters, appointments, charting, documentation, fax management, and patient communications.
This leader translates service goals into clear priorities; coaches team members across Analyst and Senior Associate levels; monitors service level, quality, productivity, and customer satisfaction; and uses data and root-cause analysis to improve workflows. The role requires a customer-focused, quality-focused approach and flexibility to support a 24/7 client-support environment.
Essential Job Responsibilities
Additional Job Responsibilities
Expected Education & Experience
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