Job Description

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals because we know that health requires care for the whole person. Its no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

We are seeking a  Clinical Applications Analyst  to handle the day-to-day use, maintenance, and basic configuration of our clinical applications, AthenaOne (EHR) and Salesforce (CRM). This role will report to the Manager, Clinical Applications.

This role will serve as the first point of contact for end users, providing help desk support, troubleshooting application issues, and escalating complex problems to the Product team or external vendors as needed. Responsibilities include managing user access during onboarding and offboarding cycles, enrolling providers in EPCS (Electronic Prescribing of Controlled Substances), and staying informed on new features, releases, and implementation updates within both AthenaOne and Salesforce platforms.

The ideal candidate brings a proactive, collaborative mindset to a fast-paced healthcare environment and is passionate about optimizing technology to improve clinical workflows and patient care delivery.

Skills Required:

• Minimum of 3 years of experience in a healthcare setting, with direct hands-on experience supporting EHR systems (preferably AthenaOne).
• Familiarity with CRM platforms such as Salesforce, particularly in a healthcare or care coordination context.
• Experience with user access management, onboarding/offboarding processes, and system provisioning.
• Proficiency in troubleshooting application issues and providing tier-1 support to clinical and operational staff.
• Ability to perform EPCS enrollment for providers and maintain compliance with applicable regulations.
• Working knowledge of clinical workflows and terminology.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office tools, basic reporting, and ticketing systems (e.g., Jira, Zendesk, ServiceNow).

Key Behaviors:

• Serve as the primary help desk support for clinical applications, monitoring and resolving support tickets in a timely and professional manner.
• Troubleshoot user-reported issues and determine appropriate resolution or escalation paths.
• Perform onboarding and offboarding tasks related to user access and provisioning within AthenaOne and Salesforce.
• Support provider enrollment in EPCS and ensure compliance with federal and organizational requirements.
• Collaborate with clinical and operational teams to understand workflow needs and translate them into application support or configurations.
• Document troubleshooting steps, support procedures, and frequently asked questions to enhance team knowledge and self-service resources.
• Stay current on AthenaOne EHR release notes and internal Product updates to proactively identify feature changes or opportunities for enhancement.
• Assist in testing and validating new features, system changes, or integrations.
• Escalate complex system issues to the Product team or external vendors, and follow up to ensure resolution.
• Support small configuration changes in clinical systems under the guidance of the Manager, Clinical Applications.
• Contribute to training and onboarding efforts by supporting documentation and user education sessions.

Competencies:

Analytical Thinking:  

• Ability to break down complex issues into manageable parts and identify root causes of system issues.

Technical Aptitude:

• Understands and applies technical knowledge related to EHR/CRM platforms to enhance clinical applications.

Change Management:  

• Adapts well to evolving technologies and organizational changes, helping others transition smoothly.

Communication:  

• Clearly conveys technical concepts to non-technical stakeholders in a user-friendly manner.

Time Management:

• Effectively prioritizes tasks, manages help desk ticket queues, and meets deadlines in a dynamic environment.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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