MDVIP: Transforming Primary Care, One Patient at a Time 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. Position Summary 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. If you're a strategic and results-driven individual with a passion for helping physicians and clinics thrive, we’d love to hear from you!
Key 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 preferred. Understanding of clinical and administrative workflows, billing processes, and data integrity standards . Why Join MDVIP? 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. MDVIP is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. We believe that diversity and inclusion drive innovation and strengthen our company culture. If you require accommodation during the application or interview process, please let us know, and we will be happy to assist. Pay Transparency: Our compensation reflects the cost of labor across appropriate US geographic markets. Pay is based on several factors including but not limited to market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants are offered annual incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. 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.