Medecision Business Support Analyst, Senior in Wayne, Pennsylvania

Medecision is transforming healthcare one cool app at a time!

Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a medium sized, growing company excite you? Are you interested in being part of a team that strives to achieve high business impact, execution excellence and has a lot of fun while we are doing it? Are you ready? We are! Join us in our journey towards liberating today’s fragmented healthcare systems to Connect Care Everywhere.

Medecision is looking for a Senior Business Support Analyst, a passionate power contributor who blends solid critical thinking, customer focus, and desire to learn with proven problem-solving skills. As a member of the Business Support team, you will play a critical role in ensuring that our clients can deliver the information and education required to make a difference in the life of real people.


You, as the Senior Business Support Analyst, will provide guidance, business support, and professional services to Medecision's clients. You will be answering questions from customers about Medecision installed, hosted, and SaaS products. You will be responsible for helping our clients work through advanced business logic and problems and respond to questions about Medecision's products and services. You will play a vital role in helping client's success using Medecision's solutions to provide better health outcomes for people every day.

Reports to: Director of Customer Success

Location(s): Wayne, PA


  • Applying industry and organizational best practices to provide end user guidance

  • Applying critical thinking skills and leveraging available resources to investigate and provide solutions for questions about business process and application functionality

  • Providing user guidance and troubleshooting reported problems related to organization's installed, hosted, and SaaS products.

  • Analyzing the customer's business and operational environment to provide appropriate responses to customer questions and issues.

  • Clearly explaining complex business scenarios to stakeholders of varying skills and experiences

  • Providing guidance and operational support for software installation, upgrade, and configuration. Troubleshooting reported and identified issues to ensure successful implementation

  • Developing user-facing documentation, such as FAQ's, knowledge base articles, and quick reference guides

  • Mentoring less experienced team members, and consulting with other internal stakeholders on topics of your expertise

  • Cultivating and maintaining positive ongoing customer relationships


  • Bachelor's degree in Business Administration, Health Information Management or Management Information Systems

  • 5-7 years of Technical or Business Support experience, analyzing business requirements and understanding how technology is applied to solve business challenges

  • The ability to become the SME responsible for assigned functions and features

  • A natural curiosity that fuels a desire to learn everyday

  • The ability to apply critical thinking to resolve issues, address questions, and recommend alternative approaches

  • A desire to improve the system usability and improve customer experience

  • The ability to leverage existing documentation, your experience, and skills to troubleshoot technical issues

  • Experience working with ticketing systems such as Jira Service Desk,, Zen Desk or other systems

  • Works well autonomously and in a team environment, while mentoring less experienced team members

  • Detail oriented approach to documentation and troubleshooting

  • Ability to work a modified schedule performing after-hours and on-call work as necessary

  • The ability to successfully completes tasks with minimal supervision

  • Exposure to the healthcare, population health management, EMR and SaaS industries and terminologies are strongly preferred

  • Knowledge of healthcare data regulations (HIPAA, EDI, x12, etc.) are strongly preferred

  • Exposure to modify and write low to mid-level complexity SQL queries and knowledge of RDBMS (Oracle, SQL Server, ect.) is strongly preferred


It’s not all about what we do. It’s as much about how we do it. Medecision team members show up. We consistently exemplify our 6 core values of success:

  • Execution. Service – We deliver “standing ovation” service. Speed – We are Agile. Ownership— We all take ownership and responsibility for how we deliver our promises, how we spend money, who we hire, what we build and how we help one another grow.

  • Passion. We show an infectious emotional commitment to our work because what we do is important to our customers, one another and ourselves.

  • Partnership. We are all in this together, without boundaries. Our internal/external network contains the solutions we need: we’ll continuously seek them out, use them and improve them.

  • Leadership. We are Medecision’s brand. We are experts in care management, care coordination and healthcare information and technology. We lead our clients to excellent results by providing our expertise on best practices, industry trends, solutions development and innovations. We are moving in sync with an evolving industry. There is no problem we cannot solve.

  • Innovation. We are in a constant state of discovery, inventiveness, thinking outside the box, and leading others internally and externally to do the same.

  • Candor. Medecision communicates in a sincere, direct and famil­iar way. We address conflict directly and escalate issues internally and externally to address conflict with speed and partnership.

Join us in our quest to liberate healthcare!

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. Medecision is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.

ID: 2016-1357