Product Support Analyst

Product Support Analyst

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

Position Summary:

Product Support Analyst is responsible for supporting workflows and projects aimed at improving the efficiency and growth of athenahealth's interoperability network or 'backbone'. This network supports the transmission of various healthcare documents including lab results, imaging results, patient demographics, charges, appointments and prescriptions between athena, clients and trading partners. The Product Support Analyst will maintain relationships with interface vendors and work on production support tasks as assigned and will actively collaborate with internal teams across different geographies within athena as and when required. This position reports directly to the Manager - Product Support in Chennai.

Essential Functions (Duties and Responsibilities):

• Analyzing and troubleshooting interface work queues, related to lab, imaging, clinical documents, patient demographic, and charge interfaces.
• Communicating with labs, hospitals, IT vendors, pharmacies, payors, and athena stakeholders to convey interface status and timelines.
• Managing a high volume of tasks and maintaining priorities.
• Developing a comprehensive understanding of athenahealth's healthcare transactions and how relationships between teams and their workflows influence complex problem solving
• Diagnosing, analyzing, and resolving issues related to electronic data interchange of the live lab, imaging, demographic, charges, orders, document interfaces, and electronic prescription routing.
• Other duties as assigned by the Manager or SME that are necessary to help optimize and expand interface operations.
• Willingness and ability to work flexible hours to ensure substantial overlap with US-based teams (Morning/Afternoon/Evening/Night) shift timings.

Education & Experience Required:

• Graduate in Engineering, Science, Computer Science, or Commerce.
• 1-3 years' work experience within Health Care, Product Support, Tech Support, Customer Service.

Knowledge & Skills:

• Proven ability to meet deadlines in a fast-paced environment.
• Flexibility to adapt to change in a rapidly expanding and fast-paced company.
• Familiarity working with HL7 or similar interoperability standards.
• Familiarity working with any CRM tools.
• Fluency in both spoken and written English
• Good communication skills and an ability to effectively engage with members of cross geographical teams in India and the US.
• Excellent customer service skills and professionalism to effectively manage communication with external parties including vendors and payors.