Analyst, EHR Support
About The Position
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.
Requirements
- 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.
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.
Benefits
- health, dental, vision insurance
- retirement plans
- access to ongoing training and leadership development programs
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
