Note: The job is a remote job and is open to candidates in USA. MDVIP is a national leader in personalized healthcare, empowering over 425,000 members through a network of concierge primary care physicians. The Support Analyst provides tier-one and tier-two support for the athenaOne Electronic Health Record platform, ensuring timely resolution of application issues and maintaining system stability.
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
Benefits
- 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
Company Overview