OHPAC Application Support/Technical Support Analyst 3

Job Title: OHPAC Application Support/Technical Support Analyst 3

Job Location: Richmond, VA

Job Type: Contract

Job Overview:

Pay Range: $28.00hr - $30.00hr

Requirement/Must Have:

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.
• Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
• Ability to recognize patterns in incidents and identify recurring application or workflow issues.
• Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support.
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
• Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC.
• Ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.

Responsibilities:

• Provide Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Follow organizational Electronic Health Record (EHR) policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquire and maintain a general and clinical knowledge of the organization s software applications.
• Maintain necessary technology skills to perform common specific First Call Resolution (FCR) tasks, including password resets, Citrix troubleshooting, and common desktop troubleshooting.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution.
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
• Participate in sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.
• Generate Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment.
• Maintain Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
• Create Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
• Maintain Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.
• Monitor specific OHPAC functions and operational indicators to identify potential application or workflow issues, including user configuration, work queues, processing functions, interfaces, printing, and document management.

Skills:

• Oracle Health Patient Accounting (OHPAC).
• Revenue-cycle workflows.
• Tier 1 Support.
• ITIL processes.
• Citrix troubleshooting.
• HIPAA compliance.
• Electronic Health Record (EHR).
• Technical troubleshooting.
• Customer service.
• Incident documentation.

Qualification And Education:

• Strong verbal and written communication skills.
• Excellent communication and presentation skills.
• Ability to communicate effectively with stakeholders.
• Strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities