Application Support/Technical Support Analyst 3

Oracle Health Patient Accounting (OHPAC) Application Support Specialist
Richmond,VA
Hybrid

Key Responsibilities:

• Tier 1 Support: Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.

• Issue Triage: Triages end-user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.

• Policy & Procedure Navigation: Understands organizational and local health department EHR policies, procedures, and workflows, alongside Oracle Health-specific procedures, to resolve issues.

• Knowledge Maintenance: Acquires and maintains a general and clinical knowledge of internal and related software applications.

• Training & Development: Attends professional development training as instructed.

• Technical Troubleshooting: Maintains necessary technology skills to perform common, environment-specific First Call Resolution (FCR) tasks (with training), including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

• System Health Checks: Conducts pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed EHR solution at each facility.

• Performance Monitoring: Monitors key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.

• Command Center Operations: Participates in and helps sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.

• Process Improvement: Contributes to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.

• Reporting & Documentation:

  • Creates Post-Go-Live Health Check Reports assessing system performance and user adoption following deployment.

  • Maintains Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.

  • Develops Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.

  • Logs Issue Resolutions and Trend Analyses to track, resolve, and analyze recurring challenges.

• Workflow Monitoring: Monitors 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-related activities.

• Compliance: Exhibits a basic understanding of healthcare regulatory and compliance standards (e.g., HIPAA) and is skilled in the application of policies and procedures.

Knowledge and Skills

• OHPAC & Revenue Cycle: Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.

• Troubleshooting: Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.

• Process Adherence: Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.

• Professional Communication: Ability to communicate clearly and professionally with end-users, application teams, technical teams, leadership, and vendors. Foundational communication skills include communicating routine information clearly in person, by telephone, electronically, or through support documentation, and explaining routine procedures.

• Documentation: Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.

• Trend Identification: Ability to recognize patterns in incidents and identify recurring application or workflow issues.

• End-User Technology: Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions.

• Healthcare Security: Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.

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

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