athenahealth · 10 hours ago
L2 ERCM Support Manager
Burlington VT
Full-time
Hybrid
Mid, Senior Level
$76K/yr - $130K/yr
2+ years expathenahealth is working to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The ERCM Support Manager will lead a team focused on providing outstanding customer support while ensuring operational excellence and talent development within a hybrid work environment.
Enterprise SoftwareHealth CareInformation TechnologyMedical
Responsibilities
Lead and develop a high-performing team, fostering individual growth and enabling effective customer service delivery
Manage daily team operations to ensure timely and accurate resolution of customer support cases and inquiries
Develop and analyze reports with proficiency in organizing and presenting data clearly and effectively
Implement and monitor performance metrics to drive team productivity and customer satisfaction
Coordinate project management efforts, prioritize tasks to meet shifting business needs and deadlines
Utilize problem solving and analytical skills to address complex customer issues and process improvements
Communicate clearly and effectively across teams and leadership to provide status updates and escalate issues as necessary
Support 5% annual travel to meet with stakeholders or attend relevant training and conferences
Collaborate with cross-functional teams to align customer support initiatives with broader organizational goals
Participate in continuous improvement initiatives to enhance team workflows and customer care processes
Assist in recruitment and onboarding efforts for new team members
Foster a collaborative and inclusive team culture that supports diverse perspectives and ideas
Monitor emerging trends in customer care technology and recommend adoption as appropriate
Contribute to the development of training materials and programs using various instructional methods tailored to different learning styles
Qualification
Required
Bachelor's degree preferred or 2+ years of equivalent industry experience
Strong experience leading teams either as a people manager or team leader
Achieved a “meets” or “exceeds” rating on the most recent performance appraisal
Excellent organization, project management, and prioritization skills
Demonstrated problem solving, analytical, and quantitative abilities
Effective communication and business writing skills
Proficiency with Microsoft Suite including Teams, Outlook, OneNote, Word, Excel, PowerPoint, and SharePoint
Benefits
Commuter support
Employee assistance programs
Tuition assistance
Employee resource groups
Collaborative workspaces
Flexibility
Book clubs
External speakers
Hackathons
Company
athenahealth
Athenahealth is a provider of medical practice automation and claims management software to medical groups and health systems.
5001-10000 employees
H1B Sponsorship
athenahealth has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (94)
2024 (84)
2023 (61)
2022 (108)
2021 (84)
2020 (74)
Funding
Current Stage
Public CompanyTotal Funding
$40MKey Investors
Venrock
2021-11-22Acquired
2017-05-18Post Ipo Equity
2007-09-20IPO
Leadership Team
Eddie Ross
Vice President, Payer
Anil Patil
Executive Director Engineering
Recent News
HealthCareIT News
2025-12-30
2025-12-19
Company data provided by crunchbase