[Hiring] Analyst, EHR Support @MDVIP LLC

Role Description

The Support Analyst provides tier-one and tier-two support to MDVIP-affiliated practices utilizing the athenaOne Electronic Health Record (EHR) platform. This role ensures timely, accurate resolution of application and workflow-related issues through proactive case management, detailed documentation, and strong collaboration with internal MDVIP teams and external vendors.

The Support Analyst plays a critical role in maintaining system stability, provider satisfaction, and operational efficiency across the EHR landscape. This position requires analytical problem-solving skills, a customer-focused mindset, and the ability to manage multiple priorities in a fast-paced, remote environment.

If you're a strategic and results-driven individual with a passion for helping physicians and clinics thrive, we’d love to hear from you!

Key Responsibilities

Provide day-to-day support for physician practices using the athenaOne EHR system, including troubleshooting access, workflow, and configuration issues.

Manage and resolve support tickets within established service-level timelines, ensuring accurate documentation and timely follow-up.

Analyze issues to identify trends, root causes, and opportunities for workflow or system improvement.

Collaborate with EHR Trainers, Onboarding Managers, Revenue Cycle, and other internal teams to resolve complex or cross-functional issues.

Assist with user provisioning, system configuration checks, and validation for new and existing practices.

Maintain up-to-date case notes and communication records in Salesforce.

Contribute to knowledge base articles, job aids, and process improvement initiatives.

Provide excellent customer service and support to physicians and staff, ensuring a positive user experience.

Key Competencies

Customer Focus – Provides timely, professional, and solution-oriented support to physicians and staff.

Analytical Thinking – Troubleshoots effectively, identifies root causes, and applies sound judgment to resolve EHR issues.

Communication – Communicates clearly, concisely, and professionally with both technical and non-technical users.

Technical Proficiency – Demonstrates strong understanding of athenaOne workflows and system requirements.

Collaboration – Works effectively with internal teams and external partners to ensure seamless case resolution.

Personal Accountability – Manages workload, meets deadlines, and consistently follows through on commitments.

Qualifications

Associate degree or equivalent combination of education and experience (two years of related experience equals one year of schooling).

Minimum 2 years of EHR support experience, preferably athenaOne.

Strong analytical skills with the ability to interpret complex datasets and draw meaningful conclusions.

Excellent communication skills, with the ability to present insights to both technical and non-technical audiences.

Preferred Qualifications

Experience in healthcare or primary care practice operations preferred.

Understanding of clinical and administrative workflows, billing processes, and data integrity standards.

Benefits

Be part of a mission-driven organization leading innovation in personalized healthcare.

Drive transformation and growth in a dynamic, fast-paced environment.

Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles.

Comprehensive benefits: health, dental, vision insurance, and retirement plans.

Professional development: access to ongoing training and leadership development programs.

Positive work environment: consistently recognized as a Great Place to Work®, fostering a culture of collaboration and excellence.