OHPAC Application Support/Technical Support Analyst 3 – Contract Position

BranCore Technologies; Richmond (VA); On-site; USD 39,000 - 58,000; Part time

Job summary

The Oracle Health Patient Accounting (OHPAC) Application Support Specialist in BranCore Technologies, Richmond, VA, provides Tier 1 end-user support for Oracle Health Patient Accounting and related patient accounting areas. This is a 9-month contract with potential extension based on project need.

The role focuses on first-call resolution, health checks, KPI monitoring, and sustaining readiness for post-cutover phases, ensuring stable EHR capabilities and adherence to HIPAA policies.

Qualifications

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting workflows.
• Ability to troubleshoot routine OHPAC issues and escalate when needed.
• Ability to follow procedures, communicate with end users, and document incidents.

Responsibilities

• Provide Tier 1 clinical support to meet SLAs and follow ITIL processes.
• Triages end user issues and escalates to Tier 2 when required.
• Conduct pre- and post-go-live health checks to verify operational readiness of EHR deployments.
• Monitor KPIs and system usage to identify degradation and readiness for Go-Live operations.
• Create and maintain health status dashboards and post go-live reports.

Skills

Oracle OHPAC

Tier 1 support

HIPAA knowledge

Customer service

Communication

Issue triage

EHR workflows

Go-Live readiness

Tools

Citrix

Job description

Contract Length: 9 months with the possibility of extending based on project need.

Candidate residing in Richmond, VA area is required.

The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patient accounting areas.

Short Description

The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patient accounting areas.

Complete Description

The Oracle Health Patient Accounting (OHPAC) 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 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 client 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.

Required/Desired Skills

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 elevate 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