MDVIP LLC

Role Description 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. - 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. 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. Requirements - Experience in healthcare or primary care practice operations preferred. - Understanding of clinical and administrative workflows, billing processes, and data integrity standards. Benefits - 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.