Emerging Product Services, Product Delivery Associate

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary: Help bring new healthcare products and services to market by supporting contract management, patient experience workflows, and issue resolution. In this role, you will partner with internal and external stakeholders to troubleshoot complex problems, execute defined deliverables, and improve the end-user experience. This position is based in a hybrid work environment. This role reports to the People Manager of Emerging Product Services, Product Delivery About the Team: The Emerging Product Services team supports new products and services as they move from launch through stabilization. The team partners closely with Product, Customer Success, Operations, and other internal stakeholders to design enablement, support customers, and surface opportunities to improve workflows. The team also creates training materials, maintains support processes, and helps ensure new offerings are ready to scale. This role focuses on product delivery work across contract management, patient messaging campaign builds, and patient feedback support. Essential Job Responsibilities: Communicate project status, timelines, deliverables, and risks to the manager, customers, and project stakeholders. Research payer payment policies and reimbursement practices to stay current on relevant changes. Interpret, abstract, and build payer contract terms, provisions, and policies that affect practice payments. Analyze payer yield differences by reviewing claim-level data, identifying trends, and summarizing findings with recommended next steps. Support accurate expected payment outcomes by advising on reimbursement configuration for managed care and public insurance plans, including Medicare and Medicaid. Anticipate customer questions, pain points, and enablement needs to support a smooth rollout of new features. Execute standard operating procedures for product delivery tasks, knowledge updates, issue escalation, and customer support. Use AI-enabled tools where available to organize research, summarize issue patterns, and speed up routine analysis while applying sound judgment to confirm accuracy before sharing results. Additional Job Responsibilities: Help refine standard operating procedures and support documentation to improve clarity and consistency. Contribute ideas for workflow improvements that strengthen product delivery and customer experience. Support ad hoc issue management and related operational tasks as needed. Assist in identifying gaps in product functionality and escalating them to the appropriate teams. Expected Education & Experience: 3+ years of professional experience, or an equivalent combination of education and experience. 2+ years of experience in revenue cycle management, customer support, analytical work, and/or issue management preferred. Experience in healthcare reimbursement, managed care contracting, or payer operations preferred. Knowledge of payer contract terms, payment policies, or insurance plan structures, including managed care and Medicare/Medicaid, preferred. Demonstrated problem-solving and investigative skills with the ability to work through issues and support resolution. Proficiency with internal tools such as Salesforce, Confluence, and JIRA preferred. Strong verbal and written communication skills with the ability to adjust messaging for different audiences. Strong organizational and time management skills with the ability to manage multiple priorities. Ability to work effectively with cross-functional partners in a structured, fast-moving environment. · Bachelor’s degree or equivalent experience preferred. Expected Compensation $51,000 - $87,000 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. 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: