OHPAC Application Support Specialist

Accylerate; Richmond (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Accylerate is seeking an OHPAC Application Support Specialist to provide Tier 1 support for Oracle Health Patient Accounting and related patient accounting areas. You will troubleshoot issues, assist with user and system configuration, and monitor key OHPAC functions to ensure stable operations across facilities.

The role requires strong customer service, documentation skills, and the ability to escalate complex problems to Tier 2 or vendor support as needed.

Qualifications

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting workflows.
• Ability to troubleshoot and resolve routine OHPAC issues and escalate complex ones.
• Ability to follow established application support procedures and policies.
• Clear, professional communication with end users, teams, leadership, and vendors.
• Ability to document incidents, troubleshooting steps, resolutions, and escalations clearly.
• Recognizes patterns in incidents and recurring issues.
• Working knowledge of common end-user technologies (desktop apps, Citrix, printing, access).
• Understanding of HIPAA and healthcare privacy/security requirements.

Responsibilities

• Provide Tier 1 clinical support to meet SLA targets and follow ITIL processes.
• Triages end-user issues and decides if escalation to Tier 2 is needed.
• Understand client EHR policies/workflows and Oracle Health procedures to resolve issues.
• Maintain knowledge of client software and related applications.
• Attend professional development training as instructed.
• Perform pre-/post-go-live health checks for deployed EHR solutions at facilities.
• Monitor KPIs and usage metrics to spot early signs of degradation.
• Contribute to readiness checklists and site health dashboards for leadership.

Skills

OHPAC knowledge

Tier1 support

End-user communication

ITIL processes

Citrix basics

HIPAA awareness

Documentation

Incident escalation

Job description

Ideal Candidate Profile

Seeking an OHPAC Application Support Specialist provides Tier1support to end users of Oracle Health Patient Accounting and related patient accounting 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.

Job Duties & Responsibilities

• 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 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.

Required Skills & Experience

• 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 escalated 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 maintain accurate records of support activities.