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TheCustomer Experience Manager, Clinicalsleads customer support operations for athenahealth's Clinicals workflows and helps ensure a consistent, high-quality experience for customers. Based inChennai, India, this is ahybridrole 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 theSenior 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
- Leadday-to-day team operations for Clinicals customer support, ensuring service levels, quality standards, and productivity goals are consistently met.Coachand develop team members through regular feedback, performance conversations, skill-building, and career development support.
- Manageescalations and complex customer issues with timely follow-up, clear communication, and effective resolution across internal teams.Analyzeservice metrics, trends, and root causes to identify opportunities for process improvement and workflow optimization.
- Partnerwith cross-functional stakeholders to improve customer experience, remove operational barriers, and align on service priorities.Monitorteam performance across key measures such as customer satisfaction, turnaround time, case quality, and operational adherence.
- Implementprocess improvements that strengthen consistency, reduce avoidable rework, and support efficient support delivery.Supportchange management efforts by communicating expectations, reinforcing new processes, and helping the team adapt to updated workflows.
- UseAI-enabled tools and workflow automation thoughtfully to improve prioritization, summarize case trends, and reduce manual effort while applying human judgment to customer-impacting decisions.Ensurereadiness to support a 24/7 customer-support environment andtravel as needed up to NA% annually.
Additional Job Responsibilities
- Contributeto workforce planning, scheduling support, and coverage coordination to maintain operational continuity.
- Assistwith documentation updates, process guides, and internal knowledge base improvements.
- Participatein calibration activities to support consistent quality review and coaching practices.
- Supportonboarding for new team members by reinforcing role expectations and core workflows.Collaborateon special projects tied to customer experience, operational efficiency, or service transformation.
- Reviewcustomer feedback and internal insights to help shape improvements in service delivery. Provideinput into team meetings, leadership updates, and status reporting as needed.
- Helpmaintain compliance with internal policies, service standards, and customer support procedures.
Expected Education & Experience
- Bachelor's degreeor equivalent practical experience in customer support, operations, healthcare services, or a related field.
- 8 to 12 years of experiencein customer support, service operations, healthcare operations, or a similar environment.
- Experience leading peoplein a team-based environment, including coaching, feedback, and performance support.
- Experience managing escalationsand resolving complex customer or operational issues.
- Experience with process improvement, root-cause analysis, or continuous improvement methods.Experience using datato monitor service performance, identify trends, and recommend actions.
- Working knowledge of electronic health record (EHR) workflows, customer experience operations, or healthcare support processes preferred.Familiarity with customer support tools, case management systems, reporting dashboards, or workforce metricspreferred.
- Strong critical thinking, communication, and people management skillsrequired.Ability to work in a hybrid model in Chennai, Indiaand support business needs across a 24/7 operational environment.
