Senior Manager, Revenue Cycle Coaching

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.Position Summary:The Senior Manager, Revenue Cycle Coaching is responsible for leading a team of Associates who provide coaching and strategic performance optimization services to athenaOne clients. The Senior Manager will lead a coaching service line and manage departmental performance metrics, monitor progress to goals, and drive process improvement opportunities. They will support their team of Associates by holding regular individual and group meetings, monitoring key performance metrics, and providing feedback to evolve Associates’ skills and competencies. Their deep Revenue Cycle Management expertise and experience also enables them to engage directly with strategic customers to manage escalations and complex customer needs. They will collaborate cross-functionally across the Customer Training organization, lead and contribute to departmental and divisional initiatives and lend their subject matter expertise and project management skills to furthering strategic goals. They will also collaborate across the Customer Success division with other customer-facing teams, and with the Product organization to ensure incorporation of new features and services into the coaching experience and leverage subject matter expertise to influence design of new features to support client success. Essential Functions (Duties and Responsibilities): Responsibilities: 55% Functional Leadership of the Revenue Cycle Coaching Service Define Revenue Cycle Coaching Offerings, identify new opportunities, and maintain catalogue of services in conjunction with department partners.  Manage a team of high-performing Revenue Cycle coaches. Ensure team maintains current and expert-level understanding of relevant features in athenaOne athenaCollector and emerging services, and provide in-the-moment feedback and coaching and assist team members in career growthMonitor Operating Metrics and Key Performance Indicators to achieve department goals, tracking progress to goal and identify levers to drive improvement where needed. Guide Associates in achievement of their goals.Oversee and evolve key organizational processes (coaching request triage, scheduling, reporting, etc.)Support Associate team via regular one-on-ones, triannual, career coaching, and in managing customer engagements, relaying feedback to team members as needed.Support team administrative requirements (PTO requests, timesheet entries, team meetings, etc.); manage team calendar to ensure optimal service availability.Drive new hire recruitment, onboarding, and continued professional development, to ensure staffing continuity and development of subject matter expertise.30% Customer Engagement and CoachingCoach and train customers on complex revenue cycle topics to support their understanding of the co-sourcing model, athenaOne functionality, and tasks to maintain RCM success.Directly engage with strategic and complex customers and their Customer Success Managers to triage, interpret training needs, and direct them to coaching engagements or other custom training.Manage highly escalated customers throughout the customer lifecycle to support their revenue cycle performance and prevent chargebacks and attrition.  Manage multiple, simultaneous client engagements, ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved.Occasional travel is required for team gatherings and customer events.15% Cross-functional leadershipSupport key organizational and departmental initiatives to drive RCM success (ex. legacy to new experience migrations, key feature adoption, performance coaching and client engagement processes)Collaborate with Onboarding to evolve the revenue cycle experience and prepare customers for post-live successCollaborate with Marketing partners to design outreach campaigns to drive demand for services, and leverage analytics to highlight Revenue Cycle Coaching proof pointsCollaborate as part of the broader Customer Training organization, to design and delivery complementary service offerings, address custom needs, and enabling customers to drive revenue cycle outcomes.Represent Customer Training in key organizational events (ex. Thrive, CS All Hands meetings, Connect etc.)Education & Experience Required: Bachelor’s Degree8+ years of professional experience, with relevant, progressive levels of experience in training, project management, or customer service.2+ years' experience in a clinical organization setting with familiarity of Practice Operations, managing front desk and/or back-office billing and revenue cycle management.Proven ability to work independently as well as part of an extended, cross-functional team.Experience monitoring departmental performance metrics and devising strategies for improvementExperience improving workflows and processes for large teamsExperience working with a variety of cross-functional stakeholders to align prioritiesPeople leadership experience preferredKnowledge & Skills: Understanding of medical terminology, EHRs, and US healthcare landscapeCapacity to manage multiple, simultaneous workstreams, ensuring expectations and deliverables are documented and met, key stakeholders are informed, and stakeholder satisfaction is achieved.Outstanding listening and interpersonal skills with the ability to effectively work and communicate with providers and practice staffEffective time management, logical problem solving and analytical skills with a demonstrated attention to detailDemonstrated ability to lead and prioritize multiple projects simultaneouslyFlexibility and willingness to take on new tasks and challengesComputer skills (Familiarity with Microsoft Office Tools)About athenahealthOur 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: /careers  

Created: 2025-10-10