Analyst, EHR Support

Summary

MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. The Support Analyst provides tier-one and tier-two support to MDVIP-affiliated practices utilizing the athenaOne Electronic Health Record (EHR) platform, ensuring timely resolution of application and workflow-related issues.

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

Skills

• 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
• Experience in healthcare or primary care practice operations preferred
• Understanding of clinical and administrative workflows, billing processes, and data integrity standards

Qualifications

Must Haves

• 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

Nice to Haves

• Experience in healthcare or primary care practice operations preferred
• Understanding of clinical and administrative workflows, billing processes, and data integrity standards

Benefits

• Comprehensive benefits: health, dental, vision insurance, and retirement plans.
• Medical/prescription drug coverage
• Dental coverage
• Vision coverage
• Flexible Spending Account
• Health Savings Account
• Dependent Care Flexible Spending Account
• Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
• Disability Income Protection Plan
• Employee Assistance Program
• 401(k) retirement program
• Vacation
• Paid Holidays and Personal time
• Paid Sick and Family and Medical Leave time as required by law