Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Opportunity
athenahealth is committed to curing complexity in ambulatory healthcare by empowering providers with clinical, financial, and patient engagement solutions. The Error Queue Management team plays an important role in helping protect customer experience, support patient safety, and reduce delays in care by resolving interface errors that cannot route to a practice.
Role Summary
We are looking for anAssociate Manager, Error Queue Managementto lead an 18-person customer-facing team operating in a24/7/365environment. Based inChennai, Indiain ahybridwork model, this role is responsible for daily workflow execution, queue and stock monitoring, quality review, team coverage, and operational reporting.
In this role, you will support consistent service delivery, coach and develop team members, maintain schedule and roster accuracy, and partner with stakeholders to manage escalations, process adherence, and continuous improvement. This position reports to theSenior Manager.
Team Summary
The Error Queue Management team serves as a first line of defense in helping prevent customer escalations, support cases, patient safety concerns, and delays in care. The team works interface errors that cannot route to a practice and manages a high volume of message routing each hour to help keep queues clear and work moving efficiently.
The team partners closely with Consult and Research teams when issues require deeper investigation or product updates, and also works directly with athenahealth customers and vendors to resolve errors. Team members range from Analyst to Senior Associate and support a broad range of responsibilities, from handling routine errors to identifying error trends and driving longer-term improvements that reduce recurring issues.
Essential Job Responsibilities
- Leadand support an 18-person team working across 24/7/365 coverage.
- Coordinateshift coverage, handoffs, and workload balance across all schedules.
- Supportonboarding, training, and ongoing development for team members.
- Reinforceaccountability, ownership, and escalation expectations across shifts.
- Overseedaily review of inflows, pending stock, open messages, and individual bins.
- Managespike handling and ensure clear ownership of urgent or high-volume work.
- Monitorteam performance using Tableau, dashboards, and operational metrics.
- Reviewqueue behavior and drive improvements in operational accuracy.
- Providefeedback and coaching based on audit findings, examples, and process gaps.
- UseAI-enabled tools to help summarize operational data, identify workflow patterns, and prepare coaching inputs while applying human judgment to validate decisions and actions.
Additional Job Responsibilities
- Partnerwith stakeholders to manage escalations and support issue resolution.
- Maintainschedule and roster accuracy to support operational continuity.
- Trackrecurring themes and support process improvements to reduce error volume.
- Contributeto reporting and communication materials for leadership updates.
- Supportcross-team coordination with Consult, Research, and other functional partners.
- Helpmaintain documentation for workflows, queue expectations, and team processes.
- Assistwith special projects and operational initiatives as needed.
Expected Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 5+ years of experience in operations, queue management, service delivery, healthcare operations, or a related field.
- 2+ years of people leadership experience preferred, including coaching, scheduling, performance support, and workflow oversight.
- Experience supporting 24/7/365 or shift-based operations strongly preferred.
- Proficiency with Tableau and Microsoft Suite.
- Experience with healthcare interface types includingHL7, XML, CCDA, PIX, and related formats.
- Excellent communication, coaching, and stakeholder management skills.
- Strong organizational skills and ability to manage multiple priorities.
