: Service Integrity Associate
311 Arsenal Street
Watertown, MA 02472

Employee Testimonials

Office Tour Photos


Job Title: Service Integrity Associate

Job Profile Code:


Department: 1142 Service Integrity

Reports to: [Team] Manager

Number of FTE Direct Reports: 0

Commission Eligible: No

FLSA Classification:

Full Time Location of Role:

Travel: <5%

Date Prepared: 8/26/2019

Prepared by: Andrew Appler

Date Approved:

Approved by:

Position Summary:

The Service Integrity Associate will be responsible for the delivery and execution of business solutions for the Technology Enabled Services organization. Your mission will be to develop and implement solutions to improve customer value and athena operational efficiency. To succeed, you are a strong analytical problem solver and an excellent communicator. The Associate is a critical thinker who creates business cases, influences stakeholders, and demonstrates command of the technical and industry knowledge.

Essential Functions (Duties and Responsibilities):

70% Business Analysis and Process Improvement

  • Use both hard data analysis and qualitative evaluation to determine root causes of a problem
  • Analyze trends to deliver clear and compelling data story to stakeholders
  • Design elegant solutions that favor automation, work prevention, and product enhancement over manual workflows
  • Master workflow design and analysis through Lean Six Sigma or other operational engineering techniques, considering impact on dependent processes and ensuring continuity of work delivery
  • Identify opportunities to expand the value we provide to clients through more or better service(s) using your understanding of customer business problems

30% Project & Stakeholder Management

  • Contribute to initiatives and lead projects that improve customer and operational outcomes over short time horizons
  • Create and curate project plans, bal ancing stakeholder expectations, opportunity and risk
  • Ensure success by leading execution across the company - including commercial, R&D, and operations
  • Discover customer requirements and improve the service by incorporating feedback into product and service prioritization
  • Present project purpose, updates, and outcomes to Service Integrity leadership, demonstrating command over all components of the project

Education & Experience Required:

  • Bachelors Degree (or commensurate level of professional experience)
  • 1-3 years of professional experience
  • Experience working with cross-functional groups and teams to achieve common goals and communicating and presenting to stakeholders
  • Demonstrated ability to assume sole and independent responsibility for various projects

Knowledge & Skills:

  • Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote
  • Knowledge of Lean Six Sigma and Agile development methodologies preferred
  • SQL experience preferred

Employee Testimonials

Olivia Adams
Lead Member Of Technical Staff

“I enjoy working at athenahealth because I am making something that matters.  My passion isn’t writing code - it’s what writing code enables me to do, which is make something for other people.  And there’s no nobler cause than healthcare.”


Sherry Cheuk
Product Operations Manager

“athenahealth has a mission to transform healthcare, which is something I really admire.  Every company out there is trying to grow, but I think our focus on making an impact and delivering value is really powerful.  Our work is about improving people’s lives.”