Analyst, EHR Support
About The Position
The Support Analyst provides tier-one and tier-two support to MDVIP-affiliated practices using the athenaOne Electronic Health Record (EHR) platform. The role ensures timely, accurate resolution of application and workflow-related issues through proactive case management, detailed documentation, and collaboration with internal MDVIP teams and external vendors. The position helps maintain system stability, provider satisfaction, and operational efficiency across the EHR landscape. It requires analytical problem-solving, 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 two years of EHR support experience, preferably with athenaOne.
- Strong analytical skills, including the ability to interpret complex datasets and draw meaningful conclusions.
- Excellent communication skills, including the ability to present insights to technical and non-technical audiences.
Nice To Haves
- Experience in healthcare or primary care practice operations.
- Understanding of clinical and administrative workflows, billing processes, and data integrity standards.
Responsibilities
- Provide day-to-day support for physician practices using athenaOne, including troubleshooting access, workflow, and configuration issues.
- Manage and resolve support tickets within established service-level timelines, with 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, other internal teams, and external vendors 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 customer service and support to physicians and staff, helping ensure a positive user experience.
Benefits
- Competitive compensation, including base salary and performance-based incentives for eligible roles.
- Medical and prescription drug coverage.
- Dental coverage.
- Vision coverage.
- Flexible Spending Account.
- Health Savings Account.
- Dependent Care Flexible Spending Account.
- Basic and Supplemental Life Insurance and Accidental Death and Dismemberment coverage.
- 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.
- Ongoing training and leadership development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
