CX Support Analyst ( Fresher 2025 )

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

CX Support Analyst for the Clinicals team within Customer care department is responsible for investigating, resolving, and addressing inquiries related to clinical workflows within Athenahealth's Clinicals EHR and Communicator product. This role ensures that physicians and clinical staff can effectively manage encounters, appointments, charts, documents, faxes, and patient communications by identifying and resolving workflow issues in a timely and accurate manner.

Role Requirements:

• Bachelor's degree in any discipline.

• 2-4 years of experience in RCM (but not mandatory) or equivalent experience in any Customer support or product support domain (Preferred but not mandatory).

• A candidate should possess the skills necessary to provide consistent, effective customer service support while demonstrating strong analytical, communication, and organizational abilities, being detail-oriented, and maintaining a client-centric approach.

• Candidates must possess a strong desire to learn and adapt to frequent changes to the product.

• Embrace creative solutions-based approach to resolve the issues/tickets created by the client.

• Applicants should be flexible to work in a 24/7 client support environment

Complete Mandatory Assessment:
Duration: 65 mins (most finish in 40-50 mins)
Evaluates: Listening, Fluency, Grammar, Pronunciation

Key responsibilities:

• Issue resolution: Analyse and resolve queries related to encounters, appointments, charting, documentation, fax management, and patient communication workflows.

• Root cause analysis: Research and diagnose workflow problems, identify trends, and recommend corrective actions.

• Collaboration: Work closely with internal/external teams and support teams to ensure timely resolution of clinical workflow issues.

• Documentation: Maintain clear records of issues, resolutions, and best practices to support knowledge sharing and continuous improvement.

• Client communication: Address both internal and external inquiries with professionalism, ensuring client satisfaction and confidence in issue resolution.

• Driving results: Ensure adherence to SLA by resolving issues within defined timelines while maintaining high CSAT scores. Drive quality and accuracy in issue resolution, guaranteeing timely support that minimizes workflow disruptions

• Ownership and Accountability: Demonstrates a strong sense of responsibility by taking full ownership of tasks, challenges, and outcomes.

Technical & Functional Skills:

• Exposure to any Technical proficiency - Hands on using CRM systems and ticketing tools or troubleshooting software (Preferred but not mandatory)

• Analytical & Logical Thinking

• Ability to analyze and think out of box while resolving issues

• Ability to identify the root cause of the problem

• Problem solving skills - Applying structured thought process to solve the issues.

• Product & Functional understanding - Ability to understand end-user workflows and to connect product behavior.

Soft Skills:

• Communication Skills: Clear verbal and written communication

• Behavioral & Soft skills

  • Active listening

• Customer first mindset with strong ownership

• Adaptability to frequent product updates or workflow changes

• Time Management: Meeting the quality expectations by managing the daily deliverables.

• Adaptability: Ability to work in a dynamic environment with frequent changes and regular updates to the product.

• Decision making - Ability to prioritize issues based on impact and urgency