Senior Associate, BPO Performance
: 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.

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