VDH OHPAC Application Support/Technical Support Analyst 3 // Local to VA

Engagement Type

Contract

Short Description

The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patient accounting areas.



Maximum Vendor Submittal Rate is $49.15/hr.

Complete Description

Short Description:

The OracleHealth Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patientaccounting areas. This position provides technical and functional expertise totroubleshoot application issues, support user and system configuration, monitorkey OHPAC functions, and assist with maintaining stable and effective patientaccounting operations. The specialist serves as a first point of contact forend users, resolving issues when possible and escalating complex problems toappropriate Tier 2, technical, implementation, or vendor support teams.



Complete Description:

TheOracle Health Patient Accounting (OHPAC) Application Support Specialistprovides Tier 1, first-call-resolution support to end users utilizing OracleHealth Patient Accounting and related patient accounting areas.

This role plays avital role in supporting the successful implementation and sustainment phases of the VDH Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.



Provides

Tier 1 clinical support to meet and exceed established Service Level Agreements

(SLAs) and follow ITIL processes.







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.







Must

understand VDH and Local Health

Department EHR policies, procedures, and workflows and Oracle Health-specific

procedures to resolve issues.







Acquires

and maintains a general and clinical knowledge of client and related software

applications.







Attends

professional development training as instructed.







Maintains

necessary technology skills to perform common client specific First Call

Resolution (FCR) tasks, with training, including password resets, Citrix

troubleshooting, common desktop troubleshooting, etc.







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

VDH facility







Monitor

key performance indicators (KPIs) and system usage metrics to identify early

warning signs of functional or technical degradation







Participate

and help sustain 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







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







Exhibits

a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).

Skilled in the application of policies and procedures. Foundational

Communication - Simple messages communicated orally. May write brief messages

and keep simple records. May explain and offer guidance on routine procedures.





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.

Required/Desired Skills

Skill Required/Desired Amount of Experience Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. Required 3.0 Years Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. Required 3.0 Years Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures Required 3.0 Years Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. Required 3.0 Years Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. Required 3.0 Years Ability to recognize patterns in incidents and identify recurring application or workflow issues. Required 3.0 Years Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support Required 3.0 Years Understanding of healthcare privacy, security, and compliance requirements, including HIPAA Required 3.0 Years Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise Required 3.0 Years Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC Required Years