OHPAC Application Support Analyst, Richmond, VA, US

Intellibee; Richmond (VA); On-site; USD 60,000 - 86,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

401(k) program enrollment

Green Card processing support

Job summary

IntelliBee is seeking an OHPAC Application Support/Technical Support Analyst to provide Tier 1 end-user support for Oracle Health Patient Accounting and related areas. The role focuses on first-call resolution, issue triage, and sustaining EHR readiness post go-live across VDH facilities.

Strong knowledge of OHPAC, ITIL, and HIPAA is essential. You'll troubleshoot, configure user access, assist with Citrix-based tasks, and monitor system health.

Qualifications

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues and escalate when needed.
• Ability to understand and follow established application support procedures and SOPs.
• Clear and professional communication with end users, application teams, and leadership.
• Accurate documentation of incidents, troubleshooting, resolutions, and escalations.
• Ability to recognize patterns in incidents and recurring issues.
• Working knowledge of end-user technologies (desktop apps, Citrix, printing, user access).
• Understanding of healthcare privacy, security and HIPAA requirements.
• Strong customer service skills with varied technical levels.
• Manage multiple support requests and prioritize by impact.

Responsibilities

• Provide Tier 1 clinical support to meet SLAs per ITIL processes.
• Triages end-user issues and escalates when needed.
• Understand VDH EHR policies and Oracle Health-specific procedures.
• Attend professional development training as instructed.
• Perform pre-/post-go-live health checks for EHR deployments.
• Monitor KPIs and usage metrics for degradation signs.
• Support readiness checklists and site health dashboards.
• Document issues, troubleshooting steps, and resolutions.
• Contribute to lessons learned and process improvements.

Skills

OHPAC knowledge

Troubleshooting routine issues

Escalation to Tier 2

Follow ITIL processes

Clear communication with users

Documentation of incidents

Pattern recognition in incidents

End-user tech proficiency

HIPAA/compliance awareness

Customer service skills

Tools

Citrix Environments

Job description

OHPAC Application Support/Technical Support Analyst

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 andLocal 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.

Skill Matrix:

• 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 escalate 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

Benefits at IntelliBee

• 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.