Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including areas such as user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities, as applicable.

Knowledge and Skills

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 communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.

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 functions.

Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.

Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.

Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.

Foundational communication skills: communicates routine information clearly in person, by telephone, electronically, or through support documentation; provides guidance on standard procedures; and maintains accurate records of support activities.