Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary:
Lead operational execution and team performance for quality-focused healthcare workflows that support business outcomes and service excellence. This role is responsible for managing employees, driving quality program initiatives, improving operational processes, strengthening stakeholder engagement, and supporting effective reporting and workflow management. The role also includes supervisory responsibilities aligned with organizational policies and business priorities.
Team summary:
The Operations team is responsible for executing critical workflows that support athenahealth's services, internal stakeholders, and customers. This team plays an important role in managing operational quality, improving process performance, and supporting organizational goals through effective project execution and people leadership.
This role sits at the intersection of operations management, quality programs, stakeholder coordination, and team development. The team works across functions and geographies to improve information flow, strengthen business processes, support management reporting, and identify opportunities to improve efficiency and outcomes. Success in this role requires thoughtful leadership, structured execution, strong communication, and the ability to guide teams through evolving operational priorities.
Essential Job Responsibilities:
- Manage day-to-day operations for assigned teams and support effective execution of quality-related programs and initiatives.
- Lead projects that improve workflow quality, operational efficiency, reporting processes, and business outcomes.
- Coordinate with internal and external stakeholders to maintain continuity of work, resolve issues, and communicate workflow updates clearly.
- Develop and improve operational processes, tools, metrics, and reporting mechanisms that support decision-making and performance tracking.
- Identify opportunities to streamline workflows, improve project execution, and enhance quality outcomes across operations.
- Resolve escalations and critical issues in collaboration with relevant teams and stakeholders in a timely and structured manner.
- Support hiring, onboarding, coaching, performance management, and career development for team members.
- Conduct periodic team reviews and performance discussions to align employee development with business and divisional goals.
- Build collaborative relationships across teams, geographies, and functions to support shared objectives and consistent delivery.
- Use AI tools, where appropriate, to improve operational workflows by supporting reporting, identifying patterns in quality data, summarizing process updates, and organizing project information, while reviewing outputs for accuracy, confidentiality, and business relevance.
Additional Job Responsibilities:
- Participate in planning discussions and provide operational insights for quarterly and annual planning cycles.
- Contribute strategic and tactical input related to athenahealth products, services, and operational priorities.
- Support the creation and maintenance of team standards for quality, delivery, and stakeholder communication.
- Guide teams through changes in workflow, process expectations, and business priorities.
- Promote a learning-focused environment through coaching, knowledge sharing, and participation in team development activities.
- Assist in developing team capacity to manage complex assignments independently and effectively.
- Encourage continuous improvement through structured problem-solving and thoughtful process evaluation.
- Maintain alignment between team objectives, divisional priorities, and athenahealth's broader mission.
Expected Education & Experience:
- Bachelor's degree or equivalent practical experience.
- 8 to 10 years of professional experience in a fast-paced operational environment.
- Experience building, managing, or improving quality programs is required.
- Experience in the healthcare domain is required.
- Knowledge of healthcare operations and quality program structures is required.
- Strong communication skills, including written and verbal communication with a range of stakeholders.
- Experience in people management, coaching, and performance management.
- Strong problem-framing and problem-solving skills with the ability to make sound decisions using available information.
- Project management skills with experience handling multiple priorities and driving execution.
- Stakeholder management skills with the ability to build effective working relationships across teams and geographies.
