Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary:
Shape how customer care is experienced, understood, and shared across athenahealth. This role supports customer care events and communications by coordinating messaging, helping translate feedback and insights into clear updates, and contributing to initiatives that strengthen the customer experience and reputation of the organization. This person will report to theLead Sr. Manager, Transformation & Global Strategy, Customer Care.
Team summary:
The Care Strategy, Sentiment, and Insights team turns complex data into clear stories that help our organization make smarter decisions about how we deliver care today and in the future. We connect customer sentiment, performance metrics, and business goals to identify what's working, where we can improve, and how to prepare for what's next. Our goal is to empower partners and leaders with the insight, alignment, and accountability needed to elevate the care experience while also informing the long-range strategic plan for Customer Care.
Essential Job Responsibilities:
- OwnclosedloopNPS coordination, including intake, triage, andfollowupon detractor and promoter feedback.
- Partner with functional owners to define corrective actions, track progress, and ensure completion of commitments.
- Aggregate NPS learnings into themes and recommendations for leadership and operational teams.
- Monitor social media, review sites, and other external channels for emerging sentiment trends, risks, and opportunities.
- Providetimelyalerts, summaries, and insights to relevant stakeholders when reputation risks or notable signals arise.
- Collaborate with Communications, Marketing, and Care teams to align responses and proactive messaging.
- Manage KLAS reporting cycles, data submissions, and relationship management in partnership with internal SMEs.
- Analyze KLAS results toidentifystrengths, gaps, and competitive positioning, and translate findings into action plans.
- Track execution againstKLASrelatedinitiatives and prepare updates for leadership.Build concise sentimentinsightsand summaries for executives, integrating NPS, social, KLAS, and other feedback sources.
- Develop recurring sentiment updates and dashboards that highlight key trends, themes, and risks.
- Support presentation development for leadership meetings focused on customer sentiment and brand health.NPS closed-loop tracking mechanisms, reports, and action logs.
- Social media and reputation insights, alerts, and periodic summaries.
- KLAS reports, scorecards, and associated action plans.
- Integrated sentiment summaries and narratives for executive audiences.
Additional Job Responsibilities:
- Assistwith calendar planning, meeting coordination, and scheduling support for team initiatives.
- Supportcontent review and proofreading to help ensure consistency with athenahealth voice and standards.
- Helpmanage shared team resources, templates, and communication artifacts.
- Participatein testing and improving workflows for events, communications, and reporting processes.
- Contributeto special projects related to customer care, engagement, or internal communications as needed.
- Coordinatewith colleagues to gather inputs, approvals, and final materials for deliverables.
- Assistin creating presentation visuals, recap documents, and summary notes.
Expected Education & Experience:
- Bachelor's degreein communications, marketing, business, analytics, public relations, or a related field, or equivalent practical experience.
- 3 to 8 yearsof experience in customer experience, analytics, marketing, reputation management, communications, events, or related roles.
- Experience working inhealthcare, technology, or a similarly complex, cross-functional environmentis preferred.
- Demonstrated ability to supportevents, communications, or customer-facing programsfrom planning through execution.
- Strong written and verbal communication skills with the ability to tailor messages for different audiences.
- Experience working withdata, reporting, dashboards, or performance metricsto support decision-making.
- Ability to manage multiple priorities, deadlines, and stakeholders in a structured and reliable way.
- Familiarity withcustomer experience, engagement, or sentiment-related datais preferred.
- Comfort using common business tools such as presentation, collaboration, and tracking platforms.
- Ability to work in aHybridenvironment fromChennai, India.
