The Company
athenahealth is a ~$5B software solutions company developing cloud-based practice management solutions, point of care mobile applications, and EHR systems for more than 140k small to midsized physician practices and hospitals. The company offers revenue cycle management as well as patient engagement services and clinical records management services. In 2019, a new athenahealth was formed, bringing together two companies with decades of experience in healthcare technology: athenahealth, Inc. and Virence Health. The company’s combined technology, insight, expertise, and customer base uniquely positions them to unlock and understand healthcare data from across the nation. athenahealth is headquartered in Watertown, MA.
The Role
athenahealth currently has a Customer Onboarding organization of ~375
FTEs who own the customer relationship and implementation process from contract signature through post-go live transition. Customer onboarding at athenahealth is complex, with ~3000 implementations annually that range from virtual implementations for small practices to large, onsite onboarding project teams of 9-10 FTEs for national, multi-specialty practices.
athenahealth is in the process of reimagining and transforming the customer onboarding experience into a best-in-class operation. athenahealth is now seeking to hire an Executive Director, Onboarding Process Transformation to lead the redesign and execution of an innovative customer journey that increases customer satisfaction and process efficiencies. The Executive Director will report to the VP of Customer Onboarding and work closely with the operations leaders across the organization to establish KPIs, build best-in-class processes, empower automation, and transform the existing organizational design, and technology.
Experience & Requirements
• At least 10 years of experience in a SaaS customer onboarding function organization of similar size and complexity (i.e. >2,000 annual implementations, >300 FTEs). Knowledge of or experience in the healthcare industry is preferred.
• Experience leading transformational change. Experience implementing new processes utilizing continuous improvement methodologies (Lean, Six Sigma, Kaizen, Change management), tools, and techniques is ideal.
• Ability to develop a strategy and employ long-term innovative thinking, clearly understanding how a single function fits into and operates within a broader organizational structure.
• Ability to build and manage a high-functioning team, driving consistency and efficiency through leadership.
• Experience in using data and analytics to identify opportunities/risk and drive quality improvements.
• Demonstrated ability to lead and influence others to achieve results.
• Exceptional analytical, organizational, and project management skills.
• Able to achieve or exceed performance results through effective team and individual performance, setting clear goals, and managing accountability.
• Manages change through influence; capable of driving buy-in and change across a diverse set of internal stakeholders; collaborative and team-oriented.
• Excellent presence, communications, and stakeholder management skills; Credible with cross-functional teams and external partners
