Our new, integrated client operations team: Better service for you
We're always thinking of ways to better serve our clients. After lots of planning (and lots of listening to you about too many hand-offs), we are happy to announce the implementation of a new, integrated client operations team at athenahealth. The new team combines the functions of the Client Services, Professional Services and Account Management departments. We believe this new integrated structure translates into better continuity and coordination of service for our clients.
Leslie Locke is leading this new team as the Senior Vice President of Client Operations, overseeing four regional Vice Presidents and a Vice President of Professional and Client Services. The regional teams will focus on client and account management functions, including customer satisfaction, performance, and implementation cycle time specific to each region. The centralized team focuses on building processes for critical functions in generating high-performing client management – which means an integrated client support center, training, and professional services team.
As part of the creation of this new team, we are actively recruiting for someone to replace Richard Moore as the Vice President, Client Operations in the Southern Region (see our related story this month on keeping up with athenaClinicals). The VP of Client Operations (VPCO) is responsible for the company's overall performance in a given region, as measured by client financial performance, client satisfaction, client administration and profitability. The VPCO serves as the company's senior-most representative with clients for all financial and relationship-level topics.
If you'd like more information about this position, please contact Donna Hoffman at dhoffman@athenahealth.com.