Live Channel Help Desk Manager

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

Position Summary 

As an ERCM Support Manager within Customer Care L2, you will lead and inspire a team focused on delivering outstanding internal and external customer support within a hybrid work environment. This role offers the opportunity to manage and develop talent while ensuring operational excellence in customer support processes. You will report directly to the Customer Care Operations Senior Manager. 

Team Summary 

Our Level Two Customer Support team is an essential part of athenahealth’s Customer Care department, dedicated to resolving complex issues across our athenaOne product suite through diverse communication channels such as calls, cases, and chatter. The team also manages proactive outreach and handles multi-case engagements to support our customers comprehensively. The ERCM Support Manager will particularly focus on the Extended Revenue Cycle Management (ERCM) services including Authorization Management, Enhanced Claim Resolution, and Medical Coding, collaborating with a cross-functional stakeholder base to drive customer satisfaction and operational efficiency within this enhanced suite of services. 

Essential Job Responsibilities 

• Lead and develop a high-performing team, fostering individual growth and enabling effective customer service delivery. 

• Manage daily team operations to ensure timely and accurate resolution of customer support cases and inquiries. 

• Develop and analyze reports with proficiency in organizing and presenting data clearly and effectively. 

• Implement and monitor performance metrics to drive team productivity and customer satisfaction. 

• Coordinate project management efforts, prioritize tasks to meet shifting business needs and deadlines. 

• Utilize problem solving and analytical skills to address complex customer issues and process improvements. 

• Communicate clearly and effectively across teams and leadership to provide status updates and escalate issues as necessary. 

• Support 5% annual travel to meet with stakeholders or attend relevant training and conferences. 

Additional Job Responsibilities 

• Collaborate with cross-functional teams to align customer support initiatives with broader organizational goals. 

• Participate in continuous improvement initiatives to enhance team workflows and customer care processes. 

• Assist in recruitment and onboarding efforts for new team members. 

• Foster a collaborative and inclusive team culture that supports diverse perspectives and ideas. 

• Monitor emerging trends in customer care technology and recommend adoption as appropriate. 

• Contribute to the development of training materials and programs using various instructional methods tailored to different learning styles. 

Expected Education & Experience 

• Bachelor’s degree preferred or 2+ years of equivalent industry experience. 

• Strong experience leading teams either as a people manager or team leader. 

• Achieved a “meets” or “exceeds” rating on the most recent performance appraisal. 

• Excellent organization, project management, and prioritization skills. 

• Demonstrated problem solving, analytical, and quantitative abilities. 

• Effective communication and business writing skills. 

• Proficiency with Microsoft Suite including Teams, Outlook, OneNote, Word, Excel, PowerPoint, and SharePoint. 

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.