Onboarding Success Manager, Specialty
This job is no longer available.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
As an athenaOne Specialty Onboarding Success Manager, you will guide Women’s Health, Behavioral Health, Urgent Care, Orthopedic, or Federally Qualified Healthcare (FQHC) customers through a successful onboarding journey. Your primary goal will be to ensure projects are delivered on time, within budget, and aligned with customer expectations, accelerating adoption and unlocking the full value of athenahealth’s solutions.
Key responsibilities include preparing customers for a smooth go-live and achieving post-live milestones within optimal timelines. You will engage with stakeholders and subject matter experts, lead strategy discussions, manage project schedules, coordinate tasks, conduct risk mitigation, and oversee project governance. As the first point of escalation, you will take a proactive, consultative approach to address customer needs.
During go-live, you will monitor customer performance, celebrate successes, and provide guidance on improvement areas. Your ability to prioritize both internal and external requirements across your portfolio will be critical to meeting milestones and driving customer outcomes.
Essential Functions (Duties and Responsibilities)
80% Customer Project Leadership and Accountability
Manage customer expectations, scope, timeline and priorities, while ensuring project commitments are met
Facilitate and coordinate project activities to ensure timely and successful completion
Lead a team of athenahealth resources to design future-state workflows and guide customer change management initiatives
Early risk identification, risk log maintenance and implement mitigation plans
Communicate clearly (both verbally and in writing) with customers, athenahealth peers to ensure strategic alignment across teams
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Engage customer executive leadership on strategic topics and to report progress, risks, and mitigation strategies
Consult with customers on product offerings and product go-live launches as required
Manage escalations effectively by collaborating with internal and external resources to ensure positive outcomes for both the customer and athenahealth
Establish project governance to align with business objectives and support customer decision-making
20% Organizational Leadership and Professional Development
Assist in the ongoing education and enablement for existing team members
Participate in leadership sponsored initiatives and work as a Subject Matter Expert to drive internal outcomes
Encourage others to share lessons learned, be self-aware and maintain a continuous improvement attitude
Complete assigned product release training and internal professional development sessions as needed
Actively participate and lead team meetings, internal assignments, and customer meetings
Proactively seek and provide feedback to internal and external stakeholders
Proactively collaborate with cross functional and third-party partners to build relationships and deliver optimal results
Make continuous improvement a priority by leveraging experience in advanced project management principles
Education & Experience Required
Bachelor’s degree
5+ years of overall professional experience, 3+ years Project Management experience required
3+ years of experience working in or with Specialty providers (Women’s Health, Behavioral Health, Urgent Care, FQHC or Orthopedic)
Advanced proficiency of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
Ability to travel up to 50% depending on specialty
Knowledge & Skills
Excellent communication skills and effective networking with a broad base of internal and external constituents
Effectively manage all stakeholders internally and externally for project alignment and success
Maintains relationships across functions utilizing your network to broaden knowledge.
Decision making, manages and anticipates conflicts before they happen and utilizes creativity in solution development
Steps up to conflicts seeing them as opportunities, noticing situational queues and adjusting accordingly.
Strong presentation skills with the ability to transfer knowledge to others and communicate to senior management and customers in laymen's terms.
Proven project management experience in complex environments and be able to balance competing projects
Quickly Incorporates both positive and constructive feedback for self-improvement
Must be a self-starter with the ability to work independently and leverage resources to drive results within a virtual environment
Negotiate skillfully, and build consensus, uKnderstand the customers business objectives to drive consultative decision making
Preferred Skills
Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) Certification
Healthcare Revenue Cycle Management Experience
Clinical Knowledge/Experience in Women’s Health, Behavioral Health, Urgent Care, FQHC or Orthopedic
Proficiency in Salesforce
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
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion