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CX Support Analyst
This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based inChennai, India.
The position supports workflows related toUS healthcareandRCM, with an emphasis on clear communication, accurate analysis, and effective follow-through. This role reports to theCX Support Manager.
Team summary
Customer Experience (CX) team in athena plays a critical role in bridging customers (providers, payers, patients) with the product and internal teams. Their function goes beyond support-it's about ensuring smooth adoption, satisfaction, and continuous improvement.As the first line of support the expectation is Resolve product issues related to workflows such as scheduling, billing, EHR usage, claims, etc.Manages tickets, escalations, and SLAs to ensure timely resolution and provide world class experience to our customers.
Essential Job Responsibilities
- Resolvecustomer support requests by investigating issues and providing accurate, timely responses.
- Analyzecustomer problems related to US healthcare and RCM workflows to identify likely causes and next steps.Documentcase details, findings, and resolutions in support systems to maintain complete records.
- Collaboratewith internal teams to route issues, gather information, and support resolution efforts.Monitorsupport queues and case status to help ensure requests are handled within expected timelines.
- Communicateclearly with customers and internal partners to set expectations and share progress updates. Reviewsupport trends to identify recurring issues and share observations that may improve service quality.
- ApplyAI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available. Supportprocess improvements that strengthen the customer support experience and increase operational consistency.
Additional Job Responsibilities
- Assistwith customer follow-up as needed to confirm resolution or gather additional details.
- Participatein team meetings, calibration sessions, and knowledge-sharing activities.
- Contributeto testing or validation of support-related changes and enhancements.
- Helpmaintain support documentation, reference materials, and internal knowledge resources.Escalatecomplex issues when additional investigation or specialized input is required.
- Supportonboarding or cross-training efforts by sharing process knowledge.
- Identifyopportunities to improve case handling efficiency or reduce repeat contacts.Performother related duties as assigned.
Expected Education & Experience
- Bachelor's degreein Business, Healthcare Administration, Communications, or a related field, or equivalent practical experience.
- 1 to 4 yearsof experience in customer support, healthcare operations, revenue cycle management, or a related role.
- Working knowledge of US healthcareprocesses, terminology, or workflows.
- Working knowledge of RCMconcepts and support-related use cases. Ability to investigate issuesusing structured problem-solving and sound judgment.
- Strong written and verbal communication skillsfor customer and internal partner interactions .Experience documenting casesor maintaining records in a support or service management system.
- Comfort using AI-enabled toolsto improve productivity, organize information, and support day-to-day work.
