athenahealthRemote
Senior Manager, Coding Customer Experience
United States of America
Full Time
3 weeks ago
$117,000 - $199,000 USD
H1B Sponsor Likely
Key skills
Medical codingRevenue cycleHealthcare operationsCPC certificationCCS certificationHealthcare information technologyData management toolsAnalytical methodsClinical documentationAI tools integrationPrioritizationAmbiguity managementAIStrategic PlanningCommunicationCollaborationCustomer SuccessSales
About this role
athenahealth is a company focused on creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. They are seeking a Senior Manager of Coding Customer Experience to lead strategic planning, customer improvement efforts, and cross-functional collaboration to enhance the customer experience in medical coding services.
Responsibilities:
- Lead strategic planning and service oversight for the medical coding customer experience
- Partner directly with customers to identify improvement opportunities, address service issues, and support positive customer outcomes
- Monitor customer trends, performance indicators, and outlier activity to guide proactive outreach and service improvements
- Provide guidance on clinical documentation best practices to support compliance and reimbursement accuracy
- Translate customer needs, market inputs, and performance data into recommendations that improve services, processes, and roadmap priorities
- Collaborate with Product, Research and Development, Sales, Customer Success, and Onboarding teams to support feature enhancements and prioritize tradeoffs
- Develop and use metrics, reporting, and analysis to measure service value, customer impact, and return on investment
- Manage team planning, work prioritization, onboarding, and development to support current operations and future business needs
- Integrate AI tools into workflows to help analyze customer trends, summarize service feedback, improve reporting efficiency, and support team decision-making while reviewing outputs for accuracy and business relevance
- Travel 10% to 20% annually as needed
Requirements:
- Bachelor's degree preferred
- 7+ years of experience working with stakeholders in a business environment across cross-functional teams
- 3+ years of experience in medical coding, revenue cycle, or a related healthcare operations field
- Experience analyzing complex problems and developing practical solutions
- Experience using data management tools and applying analytical methods to support decisions
- Experience leading and developing teams
- Strong written and verbal communication skills
- Ability to manage multiple priorities, work through ambiguity, and communicate complex topics clearly to different audiences
- CPC and/or CCS certification from AAPC or AHIMA preferred
- Experience in healthcare or health information technology preferred