Analyst, EHR Support

About the Role

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.

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.

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.
• Understanding of clinical and administrative workflows, billing processes, and data integrity standards.

Benefits

• Medical, prescription drug, dental, and vision coverage.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 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, family, and medical leave as required by law.

Pay

Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles. Pay reflects the cost of labor across appropriate US geographic markets and may vary depending on job-related knowledge, skills, education/training, and work experience.