Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary:
Help shape how athenahealth understands and responds to customer sentiment across channels. This role monitors, synthesizes, and activates customer feedback to support care experience improvements, strengthen reputation management efforts, and inform clear action plans for internal partners. This person will report to theLead Senior Manager, Transformation.
Team summary:
The Care Strategy, Sentiment, and Insights team turns complex data into clear stories that help our organization make smarter decisions about how we deliver care today and in the future. We connect customer sentiment, performance metrics, and business goals to identify what's working, where we can improve, and how to prepare for what's next. Our goal is to empower partners and leaders with the insight, alignment, and accountability needed to elevate the care experience while also informing the long-range strategic plan for Customer Care
Essential Job Responsibilities:
- Monitorcustomer sentiment across key channels and listening to posts to identify emerging themes, risks, and opportunities.
- Synthesizefeedback, survey results, and qualitative inputs into concise narratives and actionable insights for internal stakeholders.
- CoordinateNPS-related activities, including tracking inputs, organizing follow-up items, and supporting action planning.
- Analyzepatterns in customer feedback to help identify trends that may affect care experience or reputation.
- Partnerwith cross-functional teams to share sentiment insights and support timely response planning.
- Preparesummaries, reports, and presentation materials that translate sentiment data into clear recommendations.
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Additional Job Responsibilities:
- Assistwith meeting coordination, note-taking, and follow-up documentation for sentiment-related discussions.
- Helpmaintain team trackers, shared files, and reporting templates.
- Supportperiodic audits of sentiment sources to ensure coverage and consistency.
- Contributeto internal communications that highlight customer feedback themes or progress updates.
Expected Education & Experience:
- Bachelor's degreein communications, marketing, analytics, business, public relations, or a related field, or equivalent practical experience.
- 3 to 9 yearsof experience in customer experience, analytics, marketing, reputation management, communications, or related roles.
- Experience inhealthcare or technologyis preferred.
- Demonstrated ability to monitor, synthesize, and activate customer sentiment or similar customer feedback data.
- Experience working withNPS, survey data, feedback programs, or reputation listening toolsis preferred.Strong written and verbal communication skills with the ability to turn data into clear, audience-appropriate summaries.
- Ability to manage multiple priorities, deadlines, and stakeholders in a structured environment.Experience using common business tools for reporting, collaboration, and presentation development.
- Familiarity withanalytics, customer experience, or reputation management processesis preferred.
