Senior OHPAC Support Analyst (Hybrid)

Novalink Solutions LLC; Richmond (VA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Novalink Solutions LLC is hiring an Application Support/Technical Support Analyst 3 in a hybrid role based in Richmond, VA. You will provide Tier 1 support for Oracle Health Patient Accounting (OHPAC) and related patient accounting areas, serving as a first contact for end users and escalating complex issues as needed.

The role requires knowledge of HIPAA, ITIL, and strong customer service, with responsibilities spanning issue triage, system health checks, and post-go-live readiness activities.

Qualifications

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues.
• Ability to follow established application support procedures and SOPs.
• Ability to communicate clearly and professionally with end users, teams, and vendors.
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately.
• Understanding of healthcare privacy, security, and compliance requirements (HIPAA).
• Strong customer service skills and ability to guide users with varying technical levels.

Responsibilities

• Provide Tier 1 clinical support to meet SLAs and follow ITIL processes.
• Triages end user issues and determines Tier 1 vs Tier 2 escalation.
• Understand VDH EHR policies and Oracle Health procedures to resolve issues.
• Maintain knowledge of client software applications and support procedures.
• Conduct pre- and post-go-live health checks for EHR solutions at facilities.
• Monitor KPIs and system usage to identify degradation signs.
• Assist with readiness checklists and site health dashboards for leadership.

Skills

Tier1 support

ITIL processes

Citrix troubleshooting

HIPAA knowledge

Customer service

Clear communication

Tools

Citrix environments

OHPAC

Job description

Novalink Solutions LLC is hiring an Application Support/Technical Support Analyst 3 in a hybrid role based in Richmond, VA. You will provide Tier 1 support for Oracle Health Patient Accounting (OHPAC) and related patient accounting areas, serving as a first contact for end users and escalating complex issues as needed.

The role requires knowledge of HIPAA, ITIL, and strong customer service, with responsibilities spanning issue triage, system health checks, and post-go-live readiness activities.