OHPAC Application Support Analyst

The OracleHealth Patient Accounting (OHPAC) Application Support Specialist provides Tier 1 support to end users of Oracle Health Patient Accounting and related patient‑accounting areas, offering technical and functional expertise to troubleshoot issues, support configuration, monitor key functions, and help maintain stable patient‑accounting operations.

Responsibilities

• Provide Tier 1, first‑call‑resolution support to end users of Oracle Health Patient Accounting and related patient‑accounting areas.
• Triages end‑user issues and resolves them when possible or escalates to Tier 2, technical, implementation, or vendor teams.
• Conduct pre‑ and post‑go‑live system health checks to verify operational readiness of the EHR solution at each VDH facility.
• Monitor key performance indicators and system usage metrics to identify early warning signs of functional or technical degradation.
• Participate in and maintain readiness checklists and site‑health dashboards for EHR leadership and Go‑Live command‑center operations.
• Produce post‑go‑live health‑check reports, sustainment readiness checklists, knowledge‑transfer documentation, and issue‑resolution logs with trend analyses.
• Maintain knowledge of VDH and Local Health Department EHR policies, procedures, workflows, and Oracle Health‑specific procedures.
• Perform common first‑call‑resolution tasks such as password resets, Citrix troubleshooting, and desktop support.
• Document incidents, troubleshooting steps, resolutions, and escalations accurately and consistently.
• Identify patterns in incidents and contribute to lessons learned, issue‑trend analysis, and process improvements for future deployments.
• Demonstrate basic understanding of healthcare regulatory and compliance requirements (e.g., HIPAA) and apply related policies.

Requirements

• Minimum 3 years of experience with Oracle Health Patient Accounting (OHPAC) and patient‑accounting/revenue‑cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues and correctly escalate issues beyond Tier 1.
• Proficiency in following established application support procedures, organizational policies, and standard operating procedures.
• Strong written and verbal communication skills for interacting with end users, application teams, technical teams, leadership, and vendors.
• Experience documenting incidents, troubleshooting activities, resolutions, and escalations accurately.
• Capability 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, and user access management.
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
• Demonstrated customer‑service orientation and ability to guide users with varying technical expertise.
• Strong analytical, problem‑solving, and troubleshooting skills related to Cerner/OHPAC.

Skills

• Foundational knowledge of Oracle Health Patient Accounting and revenue‑cycle workflows.
• Ability to manage multiple support requests, prioritize based on business impact, and work effectively in a time‑sensitive environment.
• Basic communication skills: convey routine information clearly in person, by phone, electronically, or through support documentation.
• Ability to create and maintain knowledge‑transfer documentation and support records.

Benefits

• Long‑term stability with multi‑year opportunities and room for growth.
• Comprehensive health coverage for you and your family.
• 401(k) retirement plan enrollment.
• Green Card assistance, if required.