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The Customer Experience Manager, Clinicals leads customer support operations for athenahealth’s Clinicals workflows and helps ensure a consistent, high-quality experience for customers. Based in Chennai, India, this is a hybrid role that combines team leadership, operational oversight, and process improvement across Clinicals support activities.
This position partners closely with cross-functional teams to improve service delivery, manage escalations, and strengthen customer satisfaction through data-informed decisions and productive workflow design. This leader will report to the Senior Manager.
Team Summary
The Associate Manager in the Customer Experience team within the Clinicals zone leads customer-support operations across athenahealth’s Clinicals electronic health record (EHR) and Communicator workflows. The role is accountable for people leadership, day-to-day service delivery, operational performance,



and a consistent customer experience across encounters, appointments, charting, documentation, fax management, and patient communications.
This leader translates service goals into clear priorities; coaches team members across Analyst and Senior Associate levels; monitors service level, quality, productivity, and customer satisfaction; and uses data and root-cause analysis to improve workflows. The role requires a customer-focused, quality-focused approach and flexibility to support a 24/7 client-support environment.
Essential Job Responsibilities
• Lead day-to-day team operations for Clinicals customer support, ensuring service levels, quality standards, and productivity goals are consistently met.Coach and develop team members through regular feedback, performance conversations, skill-building, and career development support.
• Manage escalations and complex customer issues with timely follow-up, clear communication, and effective reso

📌 CX Associate Manager ClinicalsCustomer Care (Chennai)
🏢 Athenahealth
📍 Chennai