CX Associate Manager Clinicals L1 Customer Care

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

The Customer Experience Manager, Clinicals leads customer support operations for athenahealth’s Clinicals workflows and helps ensure a consistent, high-quality experience for customers. Based in Chennai, India, this is a hybrid role that combines team leadership, operational oversight, and process improvement across Clinicals support activities.

This position partners closely with cross-functional teams to improve service delivery, manage escalations, and strengthen customer satisfaction through data-informed decisions and efficient workflow design. This leader will report to the Senior Manager.

Team Summary

The Associate Manager in the Customer Experience team within the Clinicals zone leads customer-support operations across athenahealth’s Clinicals electronic health record (EHR) and Communicator workflows. The role is accountable for people leadership, day-to-day service delivery, operational performance, and a consistent customer experience across encounters, appointments, charting, documentation, fax management, and patient communications.

This leader translates service goals into clear priorities; coaches team members across Analyst and Senior Associate levels; monitors service level, quality, productivity, and customer satisfaction; and uses data and root-cause analysis to improve workflows. The role requires a customer-focused, quality-focused approach and flexibility to support a 24/7 client-support environment.

Essential Job Responsibilities

• Lead day-to-day team operations for Clinicals customer support, ensuring service levels, quality standards, and productivity goals are consistently met.Coach and develop team members through regular feedback, performance conversations, skill-building, and career development support.
• Manage escalations and complex customer issues with timely follow-up, clear communication, and effective resolution across internal teams.Analyze service metrics, trends, and root causes to identify opportunities for process improvement and workflow optimization.
• Partner with cross-functional stakeholders to improve customer experience, remove operational barriers, and align on service priorities.Monitor team performance across key measures such as customer satisfaction, turnaround time, case quality, and operational adherence.
• Implement process improvements that strengthen consistency, reduce avoidable rework, and support efficient support delivery.Support change management efforts by communicating expectations, reinforcing new processes, and helping the team adapt to updated workflows.
• Use AI-enabled tools and workflow automation thoughtfully to improve prioritization, summarize case trends, and reduce manual effort while applying human judgment to customer-impacting decisions.Ensure readiness to support a 24/7 customer-support environment and travel as needed up to NA% annually.

Additional Job Responsibilities

• Contribute to workforce planning, scheduling support, and coverage coordination to maintain operational continuity.
• Assist with documentation updates, process guides, and internal knowledge base improvements.
• Participate in calibration activities to support consistent quality review and coaching practices.
• Support onboarding for new team members by reinforcing role expectations and core workflows.Collaborate on special projects tied to customer experience, operational efficiency, or service transformation.
• Review customer feedback and internal insights to help shape improvements in service delivery. Provide input into team meetings, leadership updates, and status reporting as needed.
• Help maintain compliance with internal policies, service standards, and customer support procedures.

Expected Education & Experience

• Bachelor’s degree or equivalent practical experience in customer support, operations, healthcare services, or a related field.
• 8 to 12 years of experience in customer support, service operations, healthcare operations, or a similar environment.
• Experience leading people in a team-based environment, including coaching, feedback, and performance support.
• Experience managing escalations and resolving complex customer or operational issues.
• Experience with process improvement, root-cause analysis, or continuous improvement methods.Experience using data to monitor service performance, identify trends, and recommend actions.
• Working knowledge of electronic health record (EHR) workflows, customer experience operations, or healthcare support processes preferred.Familiarity with customer support tools, case management systems, reporting dashboards, or workforce metrics preferred.
• Strong critical thinking, communication, and people management skills required.Ability to work in a hybrid model in Chennai, India and support business needs across a 24/7 operational environment.