What are the responsibilities and job description for the Associate, Revenue Cycle Case & Escalation Management position at athenahealth?
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Associate, Revenue Cycle Case & Escalation Management
Role Summary
The Associate, Revenue Cycle Case & Escalation Management supports the investigation, coordination, and resolution of complex revenue cycle cases and escalations. This role uses the CRM platform, cross-functional partnership, and clear stakeholder communication to help move issues to resolution and improve customer experience. Based in Remote-US, this position contributes to service consistency, issue tracking, and continuous improvement across case handling processes.
Team Summary
Join our Revenue Cycle Case & Escalation Management (RCCEM) team, where we manage complex and sensitive client issues that require structured analysis, coordinated action, and thoughtful communication. The team serves as a critical escalation point for issues that require deeper investigation and collaboration across internal partners to resolve effectively.
In this role, you will help improve visibility into case trends, promote consistency in case management practices, and support actions that strengthen resolution performance. Your work will help the team identify patterns and surface opportunities for process improvement and provide dependable support for internal and external stakeholders. By contributing to the accuracy, timeliness, and quality of case handling, you will play an important role in advancing service delivery and reinforcing customer trust.
Essential Job Responsibilities
Contribute documentation updates that improve consistency, clarity, or efficiency in case handling processes. Assist with team initiatives focused on quality improvement, process refinement, or customer experience. Participate in onboarding or peer support efforts by sharing practical knowledge and process guidance. Support special projects or other assignments based on team and business priorities. Help identify opportunities to reduce avoidable case inflow through workflow or process improvements. Maintain awareness of operational changes that may affect case handling or escalation paths. Minimal travel required
Expected Education & Experience
$64,000 - $108,000
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: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
Associate, Revenue Cycle Case & Escalation Management
Role Summary
The Associate, Revenue Cycle Case & Escalation Management supports the investigation, coordination, and resolution of complex revenue cycle cases and escalations. This role uses the CRM platform, cross-functional partnership, and clear stakeholder communication to help move issues to resolution and improve customer experience. Based in Remote-US, this position contributes to service consistency, issue tracking, and continuous improvement across case handling processes.
Team Summary
Join our Revenue Cycle Case & Escalation Management (RCCEM) team, where we manage complex and sensitive client issues that require structured analysis, coordinated action, and thoughtful communication. The team serves as a critical escalation point for issues that require deeper investigation and collaboration across internal partners to resolve effectively.
In this role, you will help improve visibility into case trends, promote consistency in case management practices, and support actions that strengthen resolution performance. Your work will help the team identify patterns and surface opportunities for process improvement and provide dependable support for internal and external stakeholders. By contributing to the accuracy, timeliness, and quality of case handling, you will play an important role in advancing service delivery and reinforcing customer trust.
Essential Job Responsibilities
- Manage revenue cycle cases and escalations in the CRM platform in accordance with team methodology and service expectations.
- Communicate with internal and external stakeholders, including customers, to provide timely updates and support resolution efforts.
- Investigate case drivers using available tools, resources, and documentation to identify effective paths to resolution.
- Analyze case trends and recurring issues and share feedback to support service delivery, service offering, or product improvements.
- Develop plans for assigned work, establish realistic timelines, and prioritize tasks based on urgency, impact, and dependencies.
- Coordinate work across teams by identifying ownership, assigning follow-up tasks, and supporting progress toward resolution.
- Use AI-enabled tools and features when available, to organize case information, streamline routine work, and support efficient analysis while applying human judgment to all customer- and case-related decisions.
Expected Education & Experience
- Demonstrated ability to communicate clearly and professionally with internal and external stakeholders.
- Demonstrated ability to analyze issues, organize information, and support resolution through structured problem-solving.
- Ability to prioritize work, manage multiple assignments, and adjust plans based on changing needs.
- Ability to work collaboratively across teams and maintain process, follow-through, and documentation quality.
$64,000 - $108,000
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: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
Salary : $64,000 - $108,000