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.
• 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.
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.
Requirements
• 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.