Senior Associate, BPO Performance - athenahealth, Inc. : Job Details

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

Business Title: Senior Associate, BPO Performance

Role Summary: Join athenahealth as a Senior Associate, BPO Performance, where you will play a pivotal role in optimizing business process outsourcing partnerships to drive operational excellence in healthcare. This hybrid position can be based in Belfast, ME, or Boston, MA, offering a blend of remote and on-site work. You will report directly to the Operations Senior Manager, contributing to the strategic and operational success of our BPO initiatives.

Team Summary: The Partner Management team is dedicated to enhancing the performance of our BPO partnerships through data-driven insights and collaborative efforts across multiple functions. Our team focuses on ensuring that these partnerships deliver measurable value and support athenahealth's mission to improve healthcare outcomes. We seek a detail-oriented and results-driven professional who is passionate about operational efficiency and continuous improvement to join us in advancing BPO performance management and positively impacting the healthcare industry.

Essential Job Responsibilities:

• Manage and strengthen relationships with BPO vendors to ensure alignment with athenahealth's operational goals and quality standards.
• Develop and implement strategies to optimize healthcare operations within BPO partnerships, focusing on efficiency and effectiveness.
• Analyze performance metrics and generate actionable insights to drive continuous improvement in BPO service delivery.
• Collaborate cross-functionally with internal teams to coordinate initiatives that enhance BPO operations and outcomes.
• Lead vendor performance reviews and contract compliance monitoring to maintain high standards and accountability.
• Drive process improvements and innovation within BPO engagements to support evolving business needs.
• Travel up to 10% annually to support vendor management and operational initiatives as required.

Additional Job Responsibilities:

• Support the development and delivery of training programs for BPO partners to align on best practices and operational standards.
• Assist in the preparation of reports and presentations for senior leadership regarding BPO performance and strategic initiatives.
• Participate in cross-functional projects that impact broader operational goals beyond BPO enablement.
• Contribute to risk management activities related to vendor operations and compliance.
• Facilitate communication and knowledge sharing between internal teams and external partners.
• Monitor industry trends and best practices to recommend enhancements to BPO strategies.
• Provide mentorship and guidance to junior team members as needed.

Expected Education & Experience:

• Bachelor's degree or equivalent experience in Business, Healthcare Administration, Operations Management, or related field.
• 5 years overall professional experience, inclusive of 1-2 years of related project management, vendor management, or healthcare operations preferred.
• Proven ability to manage complex vendor relationships and drive operational improvements.
• Strong analytical skills with experience in performance measurement and data-driven decision-making.
• Excellent communication and collaboration skills to work effectively across teams and with external partners.
• Comfortable working in a hybrid environment with flexibility for remote and on-site work.
• Willingness to travel up to 10% annually to support business needs.