93 applicants

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Company

athenahealth · 1 day ago

Coaching & Training Manager

Remote USA

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Develop and maintain an expert level of understanding of athenaClinicals content and performance optimization, as well as subject matter expertise in Care, Quality, and other Value-based Care-related areas.

Deliver direct customer support via scoping, staffing, and delivering Clinical Coaching service offerings including piloting new services, supporting custom training/coaching requests, and delivering Super User Training.

Support customer escalations, gathering data on client issues; relaying feedback to team members as needed.

Leverage subject matter expertise to promote customer engagement in large-format customer events, including User Groups, webinars, and annual Customer Summit.

Oversee and evolve key organizational processes (coaching request triage, provider scheduling, reporting, Associate scheduling, optimization lead assignment, etc.) in consultation with people leaders.

Assess and implement technological requirements for inflow and schedule management (i.e., Salesforce, athenaOne); manage Associate schedules to match demand and constraints and drive schedule density.

Support key organizational and departmental initiatives to drive Clinical success (ex. Specialty content creations, network performance outreach, scheduling alignment initiatives)

Collaborate in definition and evolution of service offerings; maintain service descriptions/customer-facing catalogue in conjunction with department partners.

Collaborate with Marketing partners to implement customer marketing campaigns and analyze impact thereof.

Represent CaTS in key organizational events (ex. Customer Success summit, CS meetings, etc.)

Support People Leaders in recruiting, onboarding, and managing a team of high-performing Associates including oversight and delivery of new hire onboarding curriculum alongside internal Enablement teams.

Provide training to support team in developing and maintaining expert-level understanding of athenaClinicals, Care and Quality Management content and performance optimization opportunities; manage Quality Control.

Support content delivery in team meetings to drive team engagement, understanding, and collaboration.

Support people leaders in identifying and implementing performance and process improvement initiatives.

Contribute to and be accountable for team/athena culture.

Oversee cross-departmental processes for sharing staffing, upskilling, and providing coverage for Clinical Coaching services (ex. Coach support of Go Lives and Go Live team support for Provider Coaching)

Work cross-functionally with other Operations teams (CSM, onboarding, etc.) and Sales/Marketing build internal capacity to drive success in care and quality programs and appropriate use of coaching services

Develop and maintain collateral in support of organization-wide Quality, Care Management, and VBC knowledge development, including but not limited to best practice documentation, quality program knowledge resources, care management knowledge resources, and training

Collaborate with Product partners to align Coaching Services to Product features and service capabilities; devise and implement initiatives to drive product adoption, efficiency, and outcomes in alignment with partners.

Contribute to key organizational initiatives, divisional and corporate.

Foster an environment of transparency and collaboration both within and across Clinical Coaching teams.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CoachingHealthcare KnowledgeProject ManagementPerformance MetricsProcess ImprovementEHRsMicrosoft OfficeMedical Terminology

Required

Bachelor’s Degree

5+ years of professional experience, with relevant, progressive levels of experience in training, project management, and customer service.

3+ years experience in the healthcare practice setting preferred; familiarity with Clinical Operations, managing provider performance and training

Proven ability to work independently as well as part of an extended, cross-functional team.

Experience monitoring departmental performance metrics and devising strategies for improvement

Experience improving workflows and processes for large teams

Experience working with a variety of cross-functional stakeholders to align priorities

Understanding of (or desire and ability to learn) medical terminology, EHRs, care and quality management programs, and US healthcare landscape

Capacity 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 staff

Effective time management, logical problem solving and analytical skills with a demonstrated attention to detail

Demonstrated ability to lead and prioritize multiple projects simultaneously

Flexibility and willingness to take on new tasks and challenges

Computer skills (Familiarity with Microsoft Office Tools)

Occasional travel required for team gatherings and customer events