CX Support Analyst

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India.

The position supports workflows related to US healthcare and RCM, with an emphasis on clear communication, accurate analysis, and effective follow-through. This role reports to the CX Support Manager.

Team summary
Customer Experience (CX) team in athena plays a critical role in bridging customers (providers, payers, patients) with the product and internal teams. Their function goes beyond support—it’s about ensuring smooth adoption, satisfaction, and continuous improvement.As the first line of support the expectation is Resolve product issues related to workflows such as scheduling, billing, EHR usage, claims, etc.Manages tickets, escalations, and SLAs to ensure timely resolution and provide world class experience to our customers.

Essential Job Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.

• Analyze customer problems related to US healthcare and RCM workflows to identify likely causes and next steps. Document case details, findings, and resolutions in support systems to maintain complete records.

• Collaborate with internal teams to route issues, gather information, and support resolution efforts.Monitor support queues and case status to help ensure requests are handled within expected timelines.

• Communicate clearly with customers and internal partners to set expectations and share progress updates. Review support trends to identify recurring issues and share observations that may improve service quality.

• Apply AI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available. Support process improvements that strengthen the customer support experience and increase operational consistency.

Additional Job Responsibilities

• Assist with customer follow-up as needed to confirm resolution or gather additional details.

• Participate in team meetings, calibration sessions, and knowledge-sharing activities.

• Contribute to testing or validation of support-related changes and enhancements.

• Help maintain support documentation, reference materials, and internal knowledge resources.Escalate complex issues when additional investigation or specialized input is required.

• Support onboarding or cross-training efforts by sharing process knowledge.

• Identify opportunities to improve case handling efficiency or reduce repeat contacts.Perform other related duties as assigned.

Expected Education & Experience

• Bachelor’s degree in Business, Healthcare Administration, Communications

• Interested to work in customer support, healthcare operations, revenue cycle management, or a related role.

• Strong written and verbal communication skills for customer and internal partner interactions .

• Comfort using AI-enabled tools to improve productivity, organize information, and support day-to-day work.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. 

Learn more about our culture and benefits here: athenahealth.com/careers  

https://www.athenahealth.com/careers/equal-opportunity