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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!
• Provide day-to-day support for physician practices using the athenaOne EHR system, including troubleshooting access, workflow, and configuration issues, while delivering excellent customer service to ensure a positive user experience for physicians and staff.
• Manage and resolve support tickets within established service-level timelines, ensuring accurate documentation and timely follow-up in Salesforce.
• 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 practices while contributing to knowledge base articles, job aids, and process improvements.
Qualifications
• Associate degree or equivalent combination of education and experience.
• Minimum 2 years of EHR support experience, preferably athenaOne.
Requirements
• Experience in healthcare or primary care practice operations.
• 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.
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