OHPAC Application Support Analyst 3

Location: Richmond, VA

Short Description: Provides technical and functional expertise to troubleshoot application issues, support user and system configuration, monitor key OHPAC functions, and assist with maintaining stable and effective patient accounting operations. Serves as the first point of contact for end users, resolving issues when possible and escalating complex problems to Tier 2, technical, implementation, or vendor support teams.

Responsibilities

• Provide Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) while following ITIL processes.
• Triages end‑user issues and determines whether they can be resolved at Tier 1 or require escalation to Tier 2.
• Understand EHR policies, procedures, workflows, and Oracle Health‑specific procedures to resolve issues.
• Acquire and maintain general and clinical knowledge of client and related software applications.
• Attend professional development training as instructed.
• Maintain technology skills for common client‑specific First Call Resolution tasks, including password resets, Citrix troubleshooting, desktop troubleshooting, and related support activities.
• Conduct pre‑ and post‑go‑live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each facility.
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
• Participate in and help maintain 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.
• Monitor specific OHPAC functions and operational indicators to identify potential application or workflow issues, including user configuration, work queues, processing functions, interfaces, printing, document management, and other patient‑accounting activities.

Deliverables

• Post‑Go‑Live Health Check Reports that assess system performance and user adoption following deployment.
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.

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.
• Strong customer service skills with the ability to provide clear guidance to users of varying technical expertise.
• Capability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time‑sensitive environment.
• Basic understanding of healthcare regulatory and compliance requirements, including HIPAA.
• Skilled in the application of policies and procedures.
• Foundational communication skills: conveys routine information clearly in person, by telephone, electronically, or through support documentation; provides guidance on standard procedures; and maintains accurate records of support activities.
• Can write brief messages, maintain simple records, explain routine procedures, and offer guidance to end users.