CX Support Analyst

Job Summary

CX Support Analyst

This role helps ensure customers receive timely, accurate support that improves their experience with athenahealth solutions based in Chennai, India.

The position supports workflows related to US healthcare and RCM, with an emphasis on clear communication, accurate analysis, and effective follow-through. This role reports to the CX Support Manager.

Team summary

Customer Experience (CX) team in athena plays a critical role in bridging customers (providers, payers, patients) with the product and internal teams. Their function goes beyond support-it's about ensuring smooth adoption, satisfaction, and continuous improvement. As the first line of support the expectation is Resolve product issues related to workflows such as scheduling, billing, EHR usage, claims, etc. Manages tickets, escalations, and SLAs to ensure timely resolution and provide world class experience to our customers.

Essential Job Responsibilities

• Resolve customer support requests by investigating issues and providing accurate, timely responses.
• Analyze customer problems related to US healthcare and RCM workflows to identify likely causes and next steps. Document case details, findings, and resolutions in support systems to maintain complete records.
• Collaborate with internal teams to route issues, gather information, and support resolution efforts. Monitor support queues and case status to help ensure requests are handled within expected timelines.
• Communicate clearly with customers and internal partners to set expectations and share progress updates. Review support trends to identify recurring issues and share observations that may improve service quality.
• Apply AI tools to help organize information, summarize case notes, and improve productivity while continuing to learn new AI tools as they become available. Support process improvements that strengthen the customer support experience and increase operational consistency.

Additional Job Responsibilities

• Assist with customer follow-up as needed to confirm resolution or gather additional details.
• Participate in team meetings, calibration sessions, and knowledge-sharing activities.
• Contribute to testing or validation of support-related changes and enhancements.
• Help maintain support documentation, reference materials, and internal knowledge resources. Escalate complex issues when additional investigation or specialized input is required.
• Support onboarding or cross-training efforts by sharing process knowledge.
• Identify opportunities to improve case handling efficiency or reduce repeat contacts. Perform other related duties as assigned.

Expected Education Experience

• Bachelors degree in Business, Healthcare Administration, Communications, or a related field, or equivalent practical experience.
• 1 to 4 years of experience in customer support, healthcare operations, revenue cycle management, or a related role.
• Working knowledge of US healthcare processes, terminology, or workflows.
• Working knowledge of RCM concepts and support-related use cases. Ability to investigate issues using structured problem-solving and sound judgment.
• Strong written and verbal communication skills for customer and internal partner interactions. Experience documenting cases or maintaining records in a support or service management system.
• Comfort using AI-enabled tools to improve productivity, organize information, and support day-to-day work.