Customer Experience Support Analyst

CX Support Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

CX Support Analyst

Role summary

The CX Support Analyst plays a key role in helping customers resolve issues and maintain smooth day-to-day operations across athenahealth workflows. This position is based in Chennai, India . The analyst supports timely case handling, clear communication, and effective coordination with internal teams to drive resolution and customer satisfaction. This person will report to the CX Support Manager.

Team summary

The Customer Experience (CX) team at athenahealth is a critical connection point between customers, the product, and internal teams. As the first line of support, the team helps customers navigate issues across key healthcare workflows such as scheduling, billing, EHR usage, claims, and related revenue cycle management activities. The team manages tickets, escalations, and service-level expectations with a focus on timely resolution, clear communication, and a consistent customer experience. In addition to resolving issues, CX partners with internal stakeholders to identify trends, share recurring themes, and help improve processes, knowledge, and product outcomes. The work of the CX team supports adoption, efficiency, and trust across athenahealth’s customer base.

Essential Job Responsibilities

• Respond to customer inquiries and support cases related to US healthcare and revenue cycle management workflows.
• Investigate reported issues, reproduce problems when possible, and gather relevant details to support timely resolution.
• Document case activity, actions taken, and outcomes accurately in the case management system.
• Coordinate with internal teams to route complex issues, support escalations, and follow through on next steps.
• Communicate clear and timely updates to customers and internal partners throughout the case lifecycle.
• Track service-level expectations and prioritize work to support timely handling of open cases.
• Analyze recurring case themes and share observations that may help improve support processes or customer experience.
• Use AI-enabled tools responsibly to help organize information, summarize case details, and improve productivity while applying human judgment to confirm accuracy.
• Support knowledge-sharing efforts by contributing to or updating internal documentation when appropriate.

Additional Job Responsibilities

• Participate in team meetings, training sessions, and knowledge-sharing activities.
• Assist with special projects or support initiatives as assigned.
• Contribute to process improvements that help reduce case volume or improve efficiency.
• Help validate customer-impacting changes by sharing support perspective and workflow insights.
• Support onboarding of new team members through knowledge transfer as needed.
• Escalate risks or blockers to the appropriate team lead or manager in a timely manner.
• Assist with reporting or operational tasks related to support performance.
• Maintain familiarity with evolving support workflows, tools, and customer needs.

Expected Education & Experience

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 1 to 4 years of experience in customer support, healthcare operations, revenue cycle management, or a related service role.
• Experience or working knowledge of US Healthcare workflows.
• Experience or working knowledge of Revenue Cycle Management (RCM) concepts and processes.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks, prioritize work, and follow through on commitments.
• Comfort working with customer support tools, case management systems, and internal collaboration platforms.
• Ability to work effectively in a Hybrid model from Chennai, India.
• Willingness to support occasional collaboration outside standard working hours when needed to work with cross-functional teams.

Experience Level

Senior Level