MDVIP: Transforming Primary Care, One Patient at a Time
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. Our program emphasizes preventive
medicine, offering comprehensive screenings, advanced diagnostics, and
individualized wellness plans. Recognized as a Great Place to Work® since 2018,
MDVIP is committed to excellence in patient care and employee satisfaction.
Position Summary
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.
Requirements
Minimum 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 .
Why Join MDVIP?
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.
MDVIP is an Equal Opportunity Employer and is committed to fostering an
inclusive and diverse workplace. We welcome applicants of all backgrounds and do
not discriminate based on race, color, religion, gender, gender identity or
expression, sexual orientation, national origin, genetics, disability, age,
veteran status, or any other protected status. We believe that diversity and
inclusion drive innovation and strengthen our company culture.
If you require accommodation during the application or interview process, please
let us know, and we will be happy to assist.
Pay Transparency: Our compensation reflects the cost of labor across appropriate
US geographic markets. Pay is based on several factors including but not limited
to market location and may vary depending on job-related knowledge, skills, and
education/training and a candidate's work experience. Hired applicants are
offered annual incentive compensation programs, subject to applicable
eligibility requirements. Payments under these annual programs are not
guaranteed and are dependent upon a variety of factors including, but not
limited to, individual performance, business unit performance, and/or the
company's performance. The company offers the following benefits for this
position, subject to applicable eligibility requirements. 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.