Training & Quality Associate

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

Position Summary:
We are seeking a highly motivated and experienced Quality Specialist with a strong background in US healthcare. The role is focused on helping advance our Integration Network Management team's skills and knowledge by providing exceptional customer service for our clients by supporting and executing training and quality initiatives that strengthen team performance and procedural excellence. The expectation from the role is that the individual will be responsible for coaching, processing documentation, providing feedback to team members and continuously helping to improve our service and growth.
As a part of Training & Quality, you will be responsible for completing procedural quality reviews, providing feedback, delivering coaching to ensure consistent quality standards, effectively transferring knowledge to others, and leading ongoing skill development across teams and supporting existing/new hires to be successful in their current role. This role will involve planning, governance, and staying up to date with current workflows with in-depth knowledge in the existing process, overseeing the successful delivery of the team's objectives and goals. The individual will work closely with business function heads, managers, internal stakeholders, as well as external partners.
The role requires a solid understanding of U.S. healthcare processes, attention to detail, and the ability to translate insights into actionable improvements. This role is ideal for someone who has strong hands-on experience in quality and process adherence and is ready to take on broader ownership across training enablement, coaching, and continuous improvement.
This position plays an important role in maintaining operational stability while also supporting long-term capability building through training, documentation, and quality-driven insights.

Essential Functions (Duties and Responsibilities):
Quality & Process Excellence
Perform procedural quality reviews and audits to ensure adherence to defined standards, derived workflows, and process requirements.
Identify quality gaps, trends, and areas of improvement and communicate findings to managers and stakeholders.
Provide clear, constructive, and actionable feedback to team members based on audit outcomes.
Support continuous improvement initiatives by partnering with stakeholders to address recurring quality issues.
Training & Enablement
Support the delivery of training programs for new hires and existing team members, including refresher sessions and targeted interventions.
Assist in maintaining and updating training materials, SOPs, playbooks, and knowledge management articles.
Collaborate with Stakeholders and Managers to identify skill gaps and recommend focused coaching or training plans.
Reporting & Stakeholder Collaboration
Maintain quality and training trackers, dashboards, and reports to provide visibility into performance and progress.
Use data from dashboards and audits to identify trends and recommend next steps.
Escalate risks, blockers, or recurring issues proactively with suggested solutions.
Documentation & Governance
Ensure documentation is current, accurate, and aligned with process changes.
Support governance activities related to quality reviews, training rollouts, and process updates.
Contribute to standardization efforts across teams to ensure consistency and scalability.

Education & Experience Required
5-8 years of relevant experience in Quality, Training, Operations, or a related role (preferably within U.S. healthcare).
Prior experience performing quality audits, coaching, or supporting training initiatives.
Strong working knowledge of operational processes and service delivery models.
Proficiency in Microsoft Office tools (Excel, PowerPoint, Word, Outlook, Teams).
Experience working in a fast-paced, demonstrated ability to work collaboratively in cross-functional teams and build positive relationships.
Added Advantage
Certification in quality tool or process improvement methodologies (Six Sigma, Lean similar)
Exposure to learning management systems (LMS), quality dashboards, or reporting tools.

Knowledge & Skills
Strong analytical and problem-solving skills with a high capacity for attention to detail.
Ability to interpret data and translate insights into actionable improvements.
Strong and confident communication skills, both written and verbal, with a good ability to build relations with employees and leaders.
Comprehensive presentation and documentation skills.
Ability to provide unbiased, fact-based feedback.
Strong organizational skills with the ability to prioritize and manage multiple responsibilities & business-oriented thinking
A continuous improvement mindset and willingness to learn and grow into higher responsibilities.

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