Application Support/Technical Support Analyst – Local to Richmond VA

HCL Global Systems Inc; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

HCL Global Systems Inc in Virginia seeks an Application Support Specialist to provide Tier 1, first-call-resolution support for Oracle Health Patient Accounting (OHPAC) and related patient accounting workflows.

You will triage issues, escalate when needed, monitor KPIs, and maintain knowledge of client policies and health procedures while upholding HIPAA compliance and delivering strong customer service.

Qualifications

• Foundational knowledge of OHPAC and patient accounting workflows.
• Troubleshoot routine OHPAC issues and escalate when needed.
• Follow established support procedures and SOPs.
• Communicate clearly with end users, teams, leadership, and vendors.
• Document incidents, troubleshooting steps, resolutions, and escalations.
• Identify recurring incidents and patterns in workflows.
• Knowledge of healthcare privacy, security, and HIPAA compliance.
• Strong customer service and ability to guide users with varying tech levels.

Responsibilities

• Provide Tier 1, first-call-resolution support for OHPAC.
• Triages issues and escalates to Tier 2 when necessary.
• Monitor KPIs and system usage to identify degradation signs.
• Maintain knowledge of client policies and Oracle Health procedures.
• Support readiness checklists and site health dashboards for Go-Live ops.
• Document resolution logs and perform trend analyses.

Skills

OHPAC knowledge

Revenue-cycle workflows

OHPAC troubleshooting

Support SOPs

Clear communication

Incident documentation

Pattern recognition

End-user technologies

HIPAA compliance

Customer service

Time management

Tools

Citrix environments

Desktop applications

Job description

The Client's Application Support Specialist provides Tier 1, first-call-resolution support to end users utilizing Oracle Health Patient Accounting and related patient accounting areas.

• This role plays avital role in supporting the successful implementation and sustainment phases of the Client's 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 Client's and Client's 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 Client's 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 elevate 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.

Skill Required / Desired

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 elevate 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

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

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