Application Support/Technical Support Analyst 3 - hybrid Richmond, VA

Novalink Solutions LLC; Richmond (VA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Novalink Solutions LLC is hiring an Application Support/Technical Support Analyst 3 in a hybrid role based in Richmond, VA. You will provide Tier 1 support for Oracle Health Patient Accounting (OHPAC) and related patient accounting areas, serving as a first contact for end users and escalating complex issues as needed.

The role requires knowledge of HIPAA, ITIL, and strong customer service, with responsibilities spanning issue triage, system health checks, and post-go-live readiness activities.

Qualifications

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues.
• Ability to follow established application support procedures and SOPs.
• Ability to communicate clearly and professionally with end users, teams, and vendors.
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately.
• Understanding of healthcare privacy, security, and compliance requirements (HIPAA).
• Strong customer service skills and ability to guide users with varying technical levels.

Responsibilities

• Provide Tier 1 clinical support to meet SLAs and follow ITIL processes.
• Triages end user issues and determines Tier 1 vs Tier 2 escalation.
• Understand VDH EHR policies and Oracle Health procedures to resolve issues.
• Maintain knowledge of client software applications and support procedures.
• Conduct pre- and post-go-live health checks for EHR solutions at facilities.
• Monitor KPIs and system usage to identify degradation signs.
• Assist with readiness checklists and site health dashboards for leadership.

Skills

Tier1 support

ITIL processes

Citrix troubleshooting

HIPAA knowledge

Customer service

Clear communication

Tools

Citrix environments

OHPAC

Job description

Application Support/Technical Support Analyst 3 - hybrid Richmond, VA

Richmond, United States | Posted on 09/16/2026

• Actual Job Title 811328 - VDH OHPAC Application Support/Technical Support Analyst 3
• Job Type FT Contract
• Date Opened 09/16/2026
• Target Date 09/22/2026
• Country United States
• Assigned Recruiter(s) Ananth Vegiraju
• Number of Positions 1

Job 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 escape 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.

Requirements

Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
Required
3
Years

Ability to troubleshoot and resolve routine OHPAC application issues and accurately escape issues outside the scope of Tier 1 support.
Required
3
Years

Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures
Required
3
Years

Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
Required
3
Years

Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
Required
3
Years

Ability to recognize patterns in incidents and identify recurring application or workflow issues.
Required
3
Years

Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support
Required
3
Years

Understanding of healthcare privacy, security, and compliance requirements, including HIPAA
Required
3
Years

Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise
Required
3
Years

Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC
Required
Years