Senior Manager, Coding Customer Experience

athenahealth is dedicated to creating a thriving ecosystem for accessible and sustainable healthcare. They are seeking a Senior Manager of Coding Customer Experience to lead strategic planning and customer improvement initiatives, collaborating with various teams to enhance service quality and operational execution.

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