Senior Research Associate

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

Position Summary:

Customer Care Program Management is the driving force behind streamlining and optimizing complex processes. Our mission is to identify gaps and opportunities for product and process improvements, ensuring efficient operations, and exceptional customer service.  

As a Sr. Research Associate in Customer Care Program Management at athenahealth, your role is pivotal in identifying, analyzing, and resolving complex issues that impact our customer’s experience and our organizational success. You will be at the forefront of ensuring that our programs run efficiently and that we deliver exceptional service to our customers. Your analytical prowess, attention to detail, and problem-solving skills will be critical in driving meaningful improvements in our programs and ensuring customer satisfaction. 

Essential Functions (Duties and Responsibilities):

70% In Depth Analysis and Insight Generation

• Conduct in-depth analysis on business problems, root causes, and customer pain points identified through reporting and manual reviews
• Create insightful trending reports based on data analytics
• Identify and communicate actionable insights to drive issue resolution
• Define measurable outcomes and Key Performance Indicators for Program success
• Actively seek solutions to identified issues and collaborate with stakeholders for resolution

15% Collaboration and Communication

• Collaborate with cross-functional teams, including Customer Success Managers, Technology Enabled Services, and Product teams
• Share insights and findings with colleagues to contribute to a collective knowledge base
• Communicate methodologies, insights, and lessons learned through detailed documentation
• Act as a liaison between different teams to ensure effective problem-solving and issue prioritization

15% Continuous improvement and Learning

• Drive continuous improvement initiatives based on analysis and findings
• Maintain a culture of continuous learning and stay updated on current trends, initiatives, and best practices
• Contribute to Program and Project plans with your analysis to enhance operational efficiency
• Act as a proactive problem-solver and actively seek opportunities for process optimization

Education & Experience Required:

• An ideal candidate will have relevant experience in research or analytics role, preferably within a related industry or function, demonstrating a track record of conducting in-depth analysis and generating actionable insights
• Proficiency in data analysis tools and techniques
• Experience in conducting root cause analysis to identify underlying issues and trends
• Strong skills in creating insightful reports and maintaining detailed documentation of analysis, methodologies, and findings
• Proven problem-solving skills, with the ability to proactively identify and resolve complex issues
• Experience in contributing to Program and Project plans, including defining measurable outcomes and KPIs for tracking progress and success
• All candidates must possess strong communication skills, both written and verbal, to effectively convey insights and findings to diverse stakeholders
• Bachelor's degree or equivalent experience

Knowledge & Skills:

• Excellent communication skills and effective networking with a broad base of internal and external constituents
• Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same
• Demonstrated ability to collaborate effectively with cross-functional teams to lead and influence others to achieve desired results