Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary: Drive measurable revenue cycle quality improvements by owning more complex AR calling and denial management analysis as a Senior Operations Analyst in Chennai, India (Hybrid). You'll apply Healthcare RCM expertise to ensure work is completed accurately, identify root causes of recurring denial issues, and support continuous improvement efforts using operational reporting and the athenaNet platform insights where applicable. You will report to the Operations Manager.
Team summary: The operations team holds accountability for critical parts of athenahealth workflows. The team executes key initiatives in athenaClinicals and athenaCollector by working with customers and internal stakeholders. You will contribute by leveraging knowledge in the athenaNet platform to improve product workflows, strengthen service delivery, and advance revenue cycle operations across the ecosystem.
Essential Job Responsibilities
- Analyze Healthcare RCM performance data to identify trends in AR calling outcomes and denial patterns.
- Own AR calling and denial management workflows for more complex cases, ensuring timely and accurate completion.
- Review denial reasons, supporting documentation, and process steps to determine appropriate corrective actions.
- Coordinate with internal stakeholders to resolve issues, reduce delays, and minimize rework across claim/denial-related workflows.
- Document case notes, actions taken, and outcomes in required systems to maintain traceability and audit readiness.
- Validate quality by ensuring work aligns to SOPs, operational standards, and established acceptance criteria.
- Identify root causes for recurring denial themes and propose practical process improvements.
- Report on key operational metrics and escalation themes to support goal tracking and performance management.
- Use AI-enabled assistance to improve speed and consistency by leveraging AI-supported summarization and anomaly detection where available, while applying your judgment to verify accuracy and follow SOPs.
Additional Job Responsibilities
- Support training and knowledge sharing by coaching peers on denial handling approaches and quality expectations.
- Contribute to process documentation updates and job aids based on observed operational learnings.
- Participate in quality calibration sessions to align on denial interpretation, documentation requirements, and escalation thresholds.
- Assist with implementation planning for process changes that affect AR calling and denial workflows.
- Engage in continuous improvement projects aimed at improving accuracy, reducing cycle time, and supporting more efficient workflows.
- Participate in special investigations or deep dives for escalated denial issues.
Expected Education & Experience
- 4-6 years of experience in Healthcare RCM operations, quality, or a related analytical operational role.
- Strong proficiency in MS office tools (Microsoft Excel, Microsoft Word etc..)
- Demonstrated AR calling experience within revenue cycle workflows.
- Denial management experience, including reviewing denial reasons and driving appropriate next steps.
- Solid understanding of RCM concepts (e.g., claims workflow, denial drivers, and operational resolution steps as applicable).
- Proficiency in operational documentation practices to ensure audit-ready case notes and logs.
- Experience working with SOPs and quality standards to achieve consistent outcomes.
- Ability to analyze trends and translate findings into recommendations for process improvements.
- Strong communication skills to escalate, coordinate, and explain findings clearly to stakeholders.
- Comfort working in a hybrid environment based in Chennai, India.
Travel: NA % travel annually.
