OHPAC Application Support/Technical Support Analyst 3

Cynet Systems•Richmond, VA

3h•Onsite

About The Position

This role provides Tier 1 clinical support for Oracle Health Patient Accounting (OHPAC) and related workflows, ensuring adherence to Service Level Agreements (SLAs) and ITIL processes. The analyst will triage end-user issues, resolve routine OHPAC application problems, and escalate complex issues to Tier 2 support. Key responsibilities include following organizational policies, documenting incidents, maintaining knowledge of software applications, and performing system health checks. The role also involves monitoring performance indicators, contributing to process improvements, and generating reports to assess system performance and user adoption post-deployment.

Requirements

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 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.
Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC.
Ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.
Strong verbal and written communication skills.
Excellent communication and presentation skills.
Ability to communicate effectively with stakeholders.
Strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.

Nice To Haves

Oracle Health Patient Accounting (OHPAC).
Revenue-cycle workflows.
Tier 1 Support.
ITIL processes.
Citrix troubleshooting.
HIPAA compliance.
Electronic Health Record (EHR).
Technical troubleshooting.
Customer service.
Incident documentation.

Responsibilities

Provide Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
Follow organizational Electronic Health Record (EHR) policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
Acquire and maintain a general and clinical knowledge of the organization's software applications.
Maintain necessary technology skills to perform common specific First Call Resolution (FCR) tasks, including password resets, Citrix troubleshooting, and common desktop troubleshooting.
Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution.
Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
Participate in sustainment 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.
Generate Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment.
Maintain Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
Create Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
Maintain Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.
Monitor specific OHPAC functions and operational indicators to identify potential application or workflow issues, including user configuration, work queues, processing functions, interfaces, printing, and document management.