Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Role summary
This role is focused on managing complex revenue cycle cases and escalations with accuracy, urgency, and clear communication. Based in Chennai, India this position supports timely issue resolution across revenue cycle workflows and client-facing escalations. The role requires strong problem-solving, collaboration, and follow-through to help resolve sensitive issues effectively. This person will report to the Senior Manager, Revenue Cycle Case & Escalation Management.
Team summary
The Revenue Cycle Case and Escalation Management team plays a critical role in addressing our most complex and sensitive client issues. As the final escalation point, the team researches, coordinates, and resolves challenges that require careful analysis, sound judgment, and consistent follow-through. Team members partner closely with internal stakeholders to identify root causes, guide issue resolution, and support a high-quality client experience. The work is fast-moving and highly visible, requiring strong communication, ownership, and the ability to navigate competing priorities while maintaining a focus on accuracy and service.
Essential Job Responsibilities
- Manage incoming revenue cycle escalations and cases through resolution, ensuring timely follow-up and documented outcomes.
- Analyze complex client issues to identify root causes, trends, and appropriate resolution paths.
- Coordinate with internal teams and stakeholders to gather information, align on next steps, and remove blockers to resolution.Communicate case status, findings, and resolutions clearly and professionally to relevant partners.
- Prioritize work based on urgency, impact, and SLA expectations to support effective case handling.Track recurring issues and patterns to support process improvement and reduce repeat escalations.
- Document case details, actions taken, and final outcomes in the appropriate systems with accuracy and consistency.Support the development and refinement of escalation workflows and case management practices.
- Apply AI-enabled tools and workflows to streamline case summarization, organize information, and improve efficiency while using judgment to validate outputs and ensure decisions remain accurate and appropriate for the case.
- Maintain confidentiality and handle sensitive information in accordance with company policies and procedures.
Additional Job Responsibilities
- Assist with special projects related to escalation process improvements or revenue cycle operations.
- Contribute to reporting and metrics reviews by sharing case trends, themes, and observations.Participate in team discussions focused on workflow refinement and operational consistency.
- Support training or knowledge-sharing efforts by sharing case handling insights and best practices.Collaborate on root cause analysis efforts for high-impact or repeated issues.
- Help maintain case management documentation and reference materials.Escalate risks or unresolved issues promptly to the appropriate leadership or functional team.
- Perform other related duties as assigned to support the team’s objectives.
Expected Education & Experience
- Bachelor’s degree or equivalent practical experience in a relevant field.
- 5 to 8 years of experience in revenue cycle management, escalation handling, client support, operations, or a related role.
- Experience working with complex case management or issue resolution processes.
- Knowledge of Revenue Cycle Management (RCM) concepts, workflows, and operational dependencies.
- Experience handling escalations requiring cross-functional coordination and structured follow-through.Strong written and verbal communication skills with the ability to communicate clearly across teams.
- Proficiency in documenting issues, actions, and outcomes in business systems or case management tools.Ability to analyze information, identify patterns, and recommend practical next steps.
- Willingness to work in 3:30 pm-12:30am IST Shift
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
Skills Required
- Bachelor's degree or equivalent practical experience in a relevant field
- 5 to 8 years of experience in revenue cycle management, escalation handling, client support, operations, or a related role
- Experience working with complex case management or issue resolution processes
- Knowledge of Revenue Cycle Management concepts, workflows, and operational dependencies
- Experience handling escalations requiring cross-functional coordination and structured follow-through
- Strong written and verbal communication skills
- Proficiency in documenting issues, actions, and outcomes in business systems or case management tools
- Ability to analyze information, identify patterns, and recommend practical next steps
- Willingness to work the 3:30 pm to 12:30 am IST shift
athenahealth Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about athenahealth and has not been reviewed or approved by athenahealth.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision options alongside additional protections like accident and critical illness coverage. Mental health support and EAP-style counseling resources are also part of the package.
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Leave & Time Off Breadth — Time-away offerings include PTO that covers vacation and sick time, paid holidays, and options for leaves of absence and sabbaticals. Flexible time off is positioned as a meaningful part of the overall rewards package for some roles.
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Retirement Support — Retirement benefits include a 401(k) plan with employer matching, supported by broader financial wellbeing resources. Equity and performance bonuses are also referenced as part of total rewards.
athenahealth Insights
What We Do
athenahealth strives to cure complexity and simplify the practice of healthcare. Our innovative technology includes electronic health records, revenue cycle management, and patient engagement solutions that help healthcare providers, administrators, and practices eliminate friction for patients while getting paid efficiently. athenahealth partners with practices with purpose-built software backed by expertise to produce the insights needed to drive better clinical and financial outcomes. We’re inspired by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. For more information, please visit www.athenahealth.com
Why Work With Us
We are here to make an impact on the healthcare industry at scale. We enable our diverse teams to move fast, grapple with interesting technical challenges, and innovate at every level. We are on a modernization journey and build on the hybrid cloud. We deliver best-in-class solutions to help every patient receive the best possible care.
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