Live Operator Analyst

Job description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We're looking for compassionate, motivated individuals to join our Live Operator team. As a Live Operator, you'll help patients access the care they need through exceptional inbound phone support and virtual front desk services. You'll work directly with patients to schedule appointments, answer administrative questions, collect payments, and support a variety of front office workflows. Every interaction is an opportunity to create a positive patient experience while helping healthcare practices deliver seamless, efficient care. You are an exceptional communicator who enjoys helping people and solving problems. You thrive in a fast-paced environment, can confidently navigate multiple technology platforms simultaneously, and maintain professionalism while delivering compassionate, patient-centered service. You're eager to learn new workflows and technologies, embrace continuous improvement, and enjoy being part of a collaborative team focused on delivering outstanding patient experiences. You are adaptable, detail-oriented, and take pride in providing accurate, high-quality service while balancing multiple priorities in a dynamic environment. The Team: The Emerging Product Services (EPS) Live Operator Team serves customers as front desk support. Team members help patients connect with care by assisting patients with scheduling, payments, and other administrative services while delivering seamless, professional, and personalized experience. Job Responsibilities Serve as the primary point of contact for patients by phone. Schedule, reschedule, and cancel appointments while following client-specific workflows. Communicate effectively and professionally with patients and update demographic information. Collect patient payments and communicate financial responsibilities. Document patient interactions accurately within athenaOne. Collaborate with internal teams to resolve operational issues and improve patient experiences. Meet established quality, productivity, and patient satisfaction goals. Typical Qualifications High school diploma or GED required. 2–4 years of professional customer service experience. Strong verbal communication and customer service skills. Ability to multitask across multiple technology platforms while maintaining accuracy. Preferred Qualifications Bilingual English/Spanish communication skills preferred to support a diverse patient population. Healthcare customer service, patient access, medical office, or contact center experience. Experience with appointment scheduling, patient registration, insurance verification, or payment collection. Familiarity with electronic health record (EHR) systems, preferably athenaOne. Experience working in a fast-paced, metrics-driven environment. Expected Compensation $24,000 - $42,000 The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans. 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