Senior Associate - Customer Care Sentiment Analysis

Senior Associate Care Sentiment

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

Role summary:
Help shape how athenahealth understands and responds to customer sentiment across channels. This role monitors, synthesizes, and activates customer feedback to support care experience improvements, strengthen reputation management efforts, and inform clear action plans for internal partners. This person will report to the Lead Senior Manager, Transformation.

Team summary:
The Care Strategy, Sentiment, and Insights team turns complex data into clear stories that help our organization make smarter decisions about how we deliver care today and in the future. We connect customer sentiment, performance metrics, and business goals to identify what’s working, where we can improve, and how to prepare for what’s next. Our goal is to empower partners and leaders with the insight, alignment, and accountability needed to elevate the care experience while also informing the long-range strategic plan for Customer Care

Essential Job Responsibilities:

• Monitor customer sentiment across key channels and listening to posts to identify emerging themes, risks, and opportunities.
• Synthesize feedback, survey results, and qualitative inputs into concise narratives and actionable insights for internal stakeholders.
• Coordinate NPS-related activities, including tracking inputs, organizing follow-up items, and supporting action planning.
• Analyze patterns in customer feedback to help identify trends that may affect care experience or reputation.
• Partner with cross-functional teams to share sentiment insights and support timely response planning.
• Prepare summaries, reports, and presentation materials that translate sentiment data into clear recommendations.

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Additional Job Responsibilities:

• Assist with meeting coordination, note-taking, and follow-up documentation for sentiment-related discussions.
• Help maintain team trackers, shared files, and reporting templates.
• Support periodic audits of sentiment sources to ensure coverage and consistency.
• Contribute to internal communications that highlight customer feedback themes or progress updates.

Expected Education & Experience:

• Bachelor’s degree in communications, marketing, analytics, business, public relations, or a related field, or equivalent practical experience.
• 3 to 9 years of experience in customer experience, analytics, marketing, reputation management, communications, or related roles.
• Experience in healthcare or technology is preferred.
• Demonstrated ability to monitor, synthesize, and activate customer sentiment or similar customer feedback data.
• Experience working with NPS, survey data, feedback programs, or reputation listening tools is preferred.Strong written and verbal communication skills with the ability to turn data into clear, audience-appropriate summaries.
• Ability to manage multiple priorities, deadlines, and stakeholders in a structured environment.Experience using common business tools for reporting, collaboration, and presentation development.
• Familiarity with analytics, customer experience, or reputation management processes is preferred.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. 

Learn more about our culture and benefits here: athenahealth.com/careers  

https://www.athenahealth.com/careers/equal-opportunity

Experience Level

Mid Level