Job Profile Name Issue Resolution Analyst
Job Description
Issue Resolution Analyst is primarily responsible for resolving and addressing inquiries related to the
accuracy of remittance posting in a timely and accurate manner. This work includes researching the
quality of posted insurance and patient remittance advice/explanation of benefits, and addressing both
internal and external inquiries related to the quality of remittance processing for clients. This includes
reviewing payments and/or denials posted to determine whether errors have occurred, researching and
understanding payer and posting issues and identifying, documenting and communicating existing and
potential problems and trends in the quality of remittance processing.
Qualifications
An ideal candidate will possess the skills necessary to provide consistent, effective customer service
support. All candidates must possess a strong desire to learn, as well as embrace athenahealth's unique
problem-solving and creative-solutions based approach to our work while adhering to our Corporate
Compliance Code. Applicants should be excited by the prospect of working in a dynamic environment of
continual change/improvement, driven by our rapid rate of growth. As such, qualified candidates must
possess strong analytical, communication, and organizational skills, and be detail oriented, in order to
provide on-going support in the client service department.
Required of all employees:
• Excellent problem solving and investigative skills
• Excellent organization and time management skills
• A strong passion for delighting customers
• Understanding of the needs of our clients and how attainment of our goals will meet those needs;
• Focus on quality of service as our driving principle;
• Understanding of, and dedication to, continuous improvement of our processes and ourselves to
support athena’s mission;
• Eagerness to participate in change-oriented endeavors geared toward expanding our capabilities;
• Willingness to vary job responsibilities as required to meet the needs of our clients;
• Desire to learn as much as possible about our core systems;
• Mastery of Microsoft Office applications, including Outlook, Word, Excel and Powerpoint; Proficiency
with Visio a plus
Required of all athenahealth employees:
Performance:
• Dedication to the corporate mission to become the most trusted and effective business service to
health care providers in the world
• Commitment to athenahealth’s social mission to improve the quality of healthcare for all
• Commitment to athenahealth’s Corporate Compliance Code, including escalation of all compliance
issues through the chain of command and to the company’s Compliance Officer and/or General
Counsel
• Unconditional support of athenahealth’s cultural mission to be a community of teachers, learners and
winners, including: Belief in the primacy of the group over the individual – that “super-performers” are
those who most help the performance of those around them rather than those who produce the most
themselves
• Creating a virtuous circle of learning and innovation through fostering his/her innate curiosity and
desire to: 1) master his/her job, 2) innovate in his/her area of responsibility, whatever its scope and 3)
teach other athenistas about what s/he has learned
• Demonstrate unconditional positive regard for the personal worth (distinct from a particular
individual’s actions) of all other athenistas, and act accordingly
• Fueled by the passionate desire to make his/her role and athenahealth a terrific success, every
athenahealth employee will do what it takes to get the job done, including sometimes working
unpredictable, long hours to perform a diverse array of tasks
Skills for Analysts required, but not limited to:
• Ability to gather, manage and synthesize large amounts of information efficiently, effectively
and creatively
• Excellent communication skills (particularly listening and speaking)
• Maniacal attention to detail
• Willing/excited to work in a fast-paced, but sometimes intense, rapidly expanding company
• Proficiency in Internet and MS Office as well as strong computer literacy and/or the comfort,
ability and desire to advance technically
• Experience with data collection and mining
• Excellent analytical and problem solving skills
• Background in report creation and spreadsheet analysis
• Proven ability to meet deadlines in a fast-paced environment
• Experience using multiple mediums to resolve daily tasks
• Organization and Drive
• Comfortable working in a professional, diverse corporate setting;
• Ability to maintain poise and a sense of humor in stressful situations
• Bachelor’s degree preferred
