Application Support/Technical Support Analyst (Oracle Patient Accounting) :: Richmond, VA (Hybrid)

Application Support/Technical Support Analyst

Location: Richmond, VA (Hybrid)

Duration: 9 Months

Seeking for a Application Support/Technical Support Analyst (Oracle Patient Accounting) to provide technical and functional expertise to troubleshoot application issues, support user and system configuration, and monitor key Oracle Health Patient Accounting (OHPAC) functions. The specialist serves as a first point of contact for end users, resolving issues when possible and escalating complex problems to appropriate support teams.

Responsibilities:

• Provide Tier 1 clinical support and exceed established Service Level Agreements (SLAs).
• Triage end user issues and determine if escalation to Tier 2 is required.
• Understand Health Department EHR policies, procedures, workflows, and Oracle Health-specific procedures.
• Maintain knowledge of client and related software applications.
• Conduct system health checks pre- and post-go-live to verify operational readiness.
• Monitor key performance indicators (KPIs) and system usage metrics.
• Contribute to lessons learned, issue trend analysis, and process improvements.
• Provide post-Go-Live Health Check Reports and Sustainment Readiness Checklists.
• Ensure continuity of operations through Knowledge Transfer Documentation.
• Exhibit basic understanding of healthcare regulatory and compliance, including HIPAA.

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 escalate appropriately.
• Understand and follow established application support procedures and organizational policies.
• Communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
• Document incidents, troubleshooting activities, resolutions, and escalations accurately.
• Recognize patterns in incidents and identify recurring application or workflow issues.
• Working knowledge of end-user technologies, including desktop applications and Citrix environments.
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
• Strong customer service skills and ability to guide users with varying levels of technical expertise.
• Manage multiple support requests, prioritize issues, and work effectively in a time-sensitive environment.

Must-Have Experience:

• 3 Years of foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• 3 Years of experience in troubleshooting and resolving routine OHPAC application issues.
• 3 Years of experience in understanding and following application support procedures and organizational policies.
• 3 Years of experience in communicating clearly and professionally with stakeholders.
• 3 Years of experience in documenting incidents and troubleshooting activities accurately.
• 3 Years of experience in recognizing patterns in incidents and identifying recurring issues.
• 3 Years of working knowledge of end-user technologies, including Citrix environments.
• 3 Years of understanding healthcare privacy, security, and compliance requirements, including HIPAA.
• 3 Years of strong customer service skills and ability to provide guidance to users.