OHPAC Application Support Analyst
Intellibee Inc
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Benefits offered by this job
Job summary
IntelliBee Inc is seeking an OHPAC Application Support/Technical Support Analyst in Richmond, VA to provide Tier 1 support for Oracle Health Patient Accounting. You will troubleshoot issues, support user configurations, monitor key functions, and assist with sustaining stable EHR operations.
The role emphasizes assisting with go-live health checks, issue tracking, and post-cutover support, collaborating with Tier 2, implementation, and vendor teams as needed.
Qualifications
- Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
- Troubleshoot and resolve routine OHPAC issues and escalate complex ones.
- Follow established support procedures and SOPs.
- Communicate clearly with end users, teams, leadership, and vendors.
- Document incidents, troubleshooting steps, resolutions, and escalations.
- Recognize patterns and recurring issues in incidents.
- Knowledge of desktop apps, Citrix, printing, and user access.
- Understand HIPAA and healthcare privacy requirements.
- Demonstrate strong customer service and guide users with varying tech levels.
- Manage multiple requests and prioritize by business impact.
Responsibilities
- Provide Tier1, first-call resolution support for OHPAC users.
- Triages issues and escalates when needed to Tier2 or vendors.
- Attend to EHR policies, procedures, and workflows for Oracle Health systems.
- Maintain knowledge of client software and related tools.
- Conduct pre- and post-go-live health checks for deployed EHR solution.
- Monitor KPIs and usage metrics for early issue signals.
- Support readiness checklists and site health dashboards for Go-Live operations.
- Contribute to lessons learned and process improvements for deployments.
- Prepare Health Check reports and sustainment readiness documentation.
Skills
Job description
OHPAC Application Support Analyst, Richmond, VA, US
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.
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.
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 a vital 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.
- 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 upscale 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.
- 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 upscale 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
- Long-Term Stability: Join us on a multi-year opportunities with room to grow.
- Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
- Future Planning: Enroll in our 401(k) program and invest in your financial security.
- GC Assistance: We support immediate Green Card processing, if required.
Date Posted:18-Sep-2026
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