Senior Customer Experience Support Analyst

Senior CX Support Analyst

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

Job Summary

We are seeking a highly organized and proactive Sr. CX Coordinator/Analyst

50% - the individual will be responsible to provide comprehensive administrative and operational support to senior leadership in a fast-paced IT healthcare team. The ideal candidate will be a trusted partner who can manage priorities, maintain confidentiality, and support effective decision-making.

50% of the work will be working on projects depending on the priority on operational goals that are high impact to increase efficiency, workflows/workstreams in operations and help improve the work delivered by the Portal team.

Key Responsibilities

Administrative Support

• Manage complex calendars, meetings, and appointments across multiple time zones
• Coordinate internal and external meetings, including agendas, materials, and minutes
• Handle executive communications, including email and correspondence
• Arrange travel, accommodations, and expense reporting – this will include for all of Customer Care leadership teams
• Act as a liaison between the executive and internal/external stakeholders
• Track action items, follow-ups, and deadlines from leadership meetings
• Support planning and coordination of leadership reviews, all-hands, and offsites

Operational & Business Support

• Undertake task, adhere to project timelines and keep the leadership informed on the progress
• Assist with preparation of presentations, reports, and dashboards

• Work with IT tools such as Microsoft Office, Teams, Jira, ServiceNow, or similar platforms
• Coordinate with Customer Care teams or cross-functional groups as needed
• Support process improvements to enhance efficiency and turnaround times
• Handle sensitive and confidential information with discretion

• Represent the leadership/executive professionally in all interactions

Required Skills & Qualifications

• Bachelor’s degree or equivalent experience
• Proven experience as an assistant/project coordinator or similar role
• Strong organizational and time-management skills
• Excellent written and verbal communication abilities
• Proficiency in MS Office & Powerpoint Skills
• Ability to multitask and work under pressure
• High level of integrity and attention to detail

Preferred Skills

• Experience supporting senior leaders
• Familiarity with IT terminologies
• Experience working with global teams
• Project coordination or reporting experience

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

Senior Level