CX Support Analyst

Athenahealth India; Chennai District; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Commuter support

Employee assistance programs

Tuition assistance

Employee resource groups

Collaborative workspaces

Dog-friendly offices

Job summary

athenahealth in Chennai, India, is seeking a CX Support Analyst to ensure accurate and timely customer help for US healthcare workflows and revenue cycle management. You will manage tickets, analyze issues, and collaborate with internal teams to drive resolution while adapting to evolving AI tools.

The role emphasizes clear communication, thorough documentation, and continuous service improvements to deliver world-class customer experiences.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Communications, or related field.
• 1–4 years in customer support, healthcare operations, or revenue cycle management.
• Working knowledge of US healthcare processes and terminology.
• Understanding of RCM concepts and support use cases.
• Ability to investigate issues with structured problem-solving.
• Strong written and verbal communication for customers and teams.
• Experience documenting cases in support or service systems.
• Comfort using AI-enabled tools to boost productivity.

Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.
• Analyze problems related to US healthcare and RCM workflows to identify causes and next steps.
• Document case details, findings, and resolutions in support systems.
• Collaborate with internal teams to route issues and support resolution.
• Monitor support queues and case status to meet timelines.
• Communicate progress and set expectations with customers and partners.
• Review trends to identify recurring issues and suggest improvements.
• Apply AI tools to organize information and summarize case notes.

Education

Bachelor's degree in Business/Healthcare Administration/Communications

Tools

AI-enabled tools

Job description

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

CX Support Analyst

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India. The position supports workflows related to US healthcare and RCM, with an emphasis on clear communication, accurate analysis, and effective follow-through. This role reports to the CX Support Manager.

Team summary

Customer Experience (CX) team in athena plays a critical role in bridging customers (providers, payers, patients) with the product and internal teams. Their function goes beyond support—it’s about ensuring smooth adoption, satisfaction, and continuous improvement. As the first line of support the expectation is Resolve product issues related to workflows such as scheduling, billing, EHR usage, claims, etc. Manages tickets, escalations, and SLAs to ensure timely resolution and provide world class experience to our customers.

Essential Job Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.
• Analyze customer problems related to US healthcare and RCM workflows to identify likely causes and next steps.
• Document case details, findings, and resolutions in support systems to maintain complete records.
• Collaborate with internal teams to route issues, gather information, and support resolution efforts.
• Monitor support queues and case status to help ensure requests are handled within expected timelines.
• Communicate clearly with customers and internal partners to set expectations and share progress updates.
• Review support trends to identify recurring issues and share observations that may improve service quality.
• Apply AI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available.
• Support process improvements that strengthen the customer support experience and increase operational consistency.

Additional Job Responsibilities

• Assist with customer follow-up as needed to confirm resolution or gather additional details.
• Participate in team meetings, calibration sessions, and knowledge-sharing activities.
• Contribute to testing or validation of support-related changes and enhancements.
• Help maintain support documentation, reference materials, and internal knowledge resources.
• Escalate complex issues when additional investigation or specialized input is required.
• Support onboarding or cross-training efforts by sharing process knowledge.
• Identify opportunities to improve case handling efficiency or reduce repeat contacts.
• Perform other related duties as assigned.

Expected Education & Experience

• Bachelor’s degree in Business, Healthcare Administration, Communications, or a related field, or equivalent practical experience.
• 1 to 4 years of experience in customer support, healthcare operations, revenue cycle management, or a related role.
• Working knowledge of US healthcare processes, terminology, or workflows.
• Working knowledge of RCM concepts and support-related use cases.
• Ability to investigate issues using structured problem-solving and sound judgment.
• Strong written and verbal communication skills for customer and internal partner interactions.
• Experience documenting cases or maintaining records in a support or service management system.
• Comfort using AI-enabled tools to improve productivity, organize information, and support day-to-day work.

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 talentedemployees — 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 collaborativeworkspaces — 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.
• 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: athenahealth.com/careers https://www.athenahealth.com/careers/equal-opportunity

United by our mission and driven by our entrepreneurial spirit, our work at athenahealth is collaborative, transformative, and above all, it’s meaningful. Our employees take pride in using technology and data-driven insights to inspire changes that will make the U.S. healthcare system better for everyone, including your friends, family and maybe even you.