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

Role summary:

Shape how customer care is experienced, understood, and shared across athenahealth. This role supports customer care events and communications by coordinating messaging, helping translate feedback and insights into clear updates, and contributing to initiatives that strengthen the customer experience and reputation of the organization. This person will report to the Lead Sr. Manager, Transformation & Global Strategy, Customer Care.

Team summary:

The Care Strategy, Sentiment, and Insights team turns complex data into clear stories that help our organization make smarter decisions about how we deliver care today and in the future. We connect customer sentiment, performance metrics, and business goals to identify what’s working, where we can improve, and how to prepare for what’s next. Our goal is to empower partners and leaders with the insight, alignment, and accountability needed to elevate the care experience while also informing the long-range strategic plan for Customer Care.

Essential Job Responsibilities:

• Own closed‑loop NPS coordination, including intake, triage, and follow‑up on detractor and promoter feedback.

• Partner with functional owners to define corrective actions, track progress, and ensure completion of commitments.

• Aggregate NPS learnings into themes and recommendations for leadership and operational teams.

• Monitor social media, review sites, and other external channels for emerging sentiment trends, risks, and opportunities.

• Provide timely alerts, summaries, and insights to relevant stakeholders when reputation risks or notable signals arise.

• Collaborate with Communications, Marketing, and Care teams to align responses and proactive messaging.

• Manage KLAS reporting cycles, data submissions, and relationship management in partnership with internal SMEs.

• Analyze KLAS results to identify strengths, gaps, and competitive positioning, and translate findings into action plans.

• Track execution against KLAS‑related initiatives and prepare updates for leadership. Build concise sentiment insights and summaries for executives, integrating NPS, social, KLAS, and other feedback sources.

• Develop recurring sentiment updates and dashboards that highlight key trends, themes, and risks.

• Support presentation development for leadership meetings focused on customer sentiment and brand health. NPS closed-loop tracking mechanisms, reports, and action logs.

• Social media and reputation insights, alerts, and periodic summaries.

• KLAS reports, scorecards, and associated action plans.

• Integrated sentiment summaries and narratives for executive audiences.

Additional Job Responsibilities:

• Assist with calendar planning, meeting coordination, and scheduling support for team initiatives.
• Support content review and proofreading to help ensure consistency with athenahealth voice and standards.
• Help manage shared team resources, templates, and communication artifacts.
• Participate in testing and improving workflows for events, communications, and reporting processes.
• Contribute to special projects related to customer care, engagement, or internal communications as needed.
• Coordinate with colleagues to gather inputs, approvals, and final materials for deliverables.
• Assist in creating presentation visuals, recap documents, and summary notes.

Expected Education & Experience:

• Bachelor’s degree in communications, marketing, business, analytics, public relations, or a related field, or equivalent practical experience.
• 3 to 8 years of experience in customer experience, analytics, marketing, reputation management, communications, events, or related roles.
• Experience working in healthcare, technology, or a similarly complex, cross-functional environment is preferred.
• Demonstrated ability to support events, communications, or customer-facing programs from planning through execution.
• Strong written and verbal communication skills with the ability to tailor messages for different audiences.
• Experience working with data, reporting, dashboards, or performance metrics to support decision-making.
• Ability to manage multiple priorities, deadlines, and stakeholders in a structured and reliable way.
• Familiarity with customer experience, engagement, or sentiment-related data is preferred.
• Comfort using common business tools such as presentation, collaboration, and tracking platforms.
• Ability to work in a Hybrid environment from Chennai, India.

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

https://www.athenahealth.com/careers/equal-opportunity