Platform Operations Associate - athenahealth, Inc. : Job Details

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

Platform Operations Associate

We are seeking a Platform Operations Associate to join our Platform Operations team at our Belfast, ME location. In this role, you will bridge day-to-day platform support with targeted process improvement. You'll support our Platform Services by triaging and resolving cases, troubleshooting complex issues, and enabling solutions for internal and external stakeholders. You will also leverage data-driven insights and AI-assisted analysis to identify enhancement opportunities and drive initiatives that improve key performance metrics in partnership with cross-functional teams.

The ideal candidate is a strong problem-solver and communicator eager to deepen their technical skills and operational domain expertise. They demonstrate meticulous documentation practices, collaborate effectively across teams, and show emerging leadership by facilitating discussions, shaping clear problem statements, and coordinating delivery for scoped workstreams. They are adaptable in a dynamic environment, take ownership of a defined set of responsibilities, and proactively identify and execute improvements within both existing and evolving processes.

Team

The Platform Operations team supports our Platform customers by managing issues and enabling products such as APIs, Data View, athenaPayer, and Coordinator Core. We work closely with product teams to design and implement operations for evolving Platform products and partnerships. We leverage skills acquired from scaling operations for our Platform offerings to act as a shared service, collaborating with other operations teams to drive process improvements and achieve scaled outcomes. Our team values innovation, collaboration, and continuous improvement, creating an environment where everyone can contribute value and grow their careers.

Job Responsibilities

• Support daily platform operations by managing and troubleshooting complex customer issues using Salesforce and case management tools, ensuring timely resolution.

• Create, update, and manage JIRA tickets; collaborate with product and technical teams to investigate and resolve issues.

• Develop and maintain clear process documentation (SOPs, knowledge articles, escalation guides) reflecting current practices and improvements.

• Collaborate with stakeholders to understand business problems, gather requirements, and contribute to solution design.

• Use data tools (spreadsheets, reports, BI dashboards) to monitor key metrics, identify trends, and highlight process improvement opportunities.

• Lead small projects or workstreams focused on process optimization alongside Senior Associates and cross-functional teams.

• Facilitate cross-team discussions and working sessions to align on issues, requirements, and solutions.

• Learn and apply new technologies, including AI and automation tools, to enhance team workflows.

• Advocate for customers by anticipating pain points and documenting scalable workflows to address them.

• Track project progress, risks, and outcomes to support continuous improvement initiatives.

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Qualifications

Education and Experience:

• 1–3 years in an analyst, operations, or support role, or equivalent education and experience.

• Healthcare or health IT experience is a plus.

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Technical Skills:

• Quick learner of new technologies and product features (e.g., SQL, APIs, BI/AI tools).

• Proficient with data analysis and reporting; familiarity with JIRA/Confluence or similar tools is a plus.

• Basic knowledge of data management and platform services is beneficial.

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Communication Skills:

• Strong verbal and written communication; able to synthesize information for technical and non-technical audiences.

• Effective collaborator who can facilitate small group discussions or working sessions.

• Skilled in documentation, including clear user stories/tickets with acceptance criteria.

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Problem-Solving Skills:

• Analytical and structured approach: frames ambiguous problems, forms hypotheses, designs simple analyses, and interprets trends.

• Skilled in root-cause analysis, workflow assessment, KPI definition, baseline/target setting, and proposing solutions.

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Attention to Detail:

• Produces high-quality documentation and manages processes (SOPs, case notes).

• Consistently self-edits and adheres to standards for accuracy and completeness.

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Adaptability:

• Thrives in a fast-paced, dynamic environment; manages multiple priorities well.

• Demonstrates learning agility and a continuous improvement mindset; proactively identifies and implements enhancements.

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