athenahealth is looking to solve the business and technical problem of ensuring seamless access to relevant data for clients by providing exceptional support for their integrations (both API & HL7) with athenahealth’s products.
Requirements
- Prior experience with API or HL7 integrations.
- Utilize technical tools such as Kibana, OpenSearch, Postman, and SQL queries
- Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution
- Create reports and dashboards to analyze data through excel, Salesforce, and tableau to support recommendations for process improvement initiatives
- Learn new technical tools and capabilities to enhance your skill sets
Responsibilities
- Troubleshoot & resolve client and vendor issues via CRM through information gathering, documentation research and cross-functional collaboration
- Utilize technical tools such as Kibana, OpenSearch, Postman, and SQL queries to quickly find resolutions to urgent issues and autonomously execute necessary updates, decisions and or changes for our clients
- Respond to and manage escalated issues, delivering port-mortem root cause analyses to stakeholders through strong communication and teamwork
- Use SQL to gauge impact of widespread client issues and routinely query athenaNet tables to assist in investigation and issue resolution
- Lead the monitoring and management of metrics, ensuring that performance is trending in accordance with monthly goals
- Update internal documentation with knowledge garnered through troubleshooting and/or interactions with development teams and vendors
- Engage with key internal teams, specifically Product and R&D, to identify, develop, and support new features and functionality that best meet the needs of our clients and the broader network
Other
- 3+ years of professional experience or related experience
- Demonstrated ability to assume independent responsibility for various projects
- Comfort and curiosity around the technical
- Experience interacting with client escalations
- Excellent communication skills, including listening, writing, and relationship development at all levels of an organization
