Support Analyst - General Lab (Cerner)

MultiPlan; McLean (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

MultiPlan is seeking a Support Analyst for Oracle Health General Laboratory (GenLab) configuration and troubleshooting. The role focuses on day-to-day setup of GenLab workflows, maintaining dictionaries, and handling routine tickets related to specimens, orders, and results.

Experience with Laboratory Medical Device Interface (LMDI) is highly preferred, enabling direct involvement in instrument mapping, result routing, and interface issues, while non-LMDI candidates contribute to core

Qualifications

• Associate's or Bachelor's degree in a related field or equivalent experience.
• 2-4 years of experience supporting Oracle Health (Cerner Millennium) General Lab.
• Hands-on experience with Laboratory Medical Device Interface (LMDI) is highly preferred.
• Familiarity with CLIA, CAP, and HIPAA regulations related to lab systems.

Responsibilities

• Configure and maintain General Lab workflows per build standards.
• Log, triage, and resolve tickets within assigned SLAs.

Skills

Attention to detail

Communication skills

Multi-ticket handling

ITSM knowledge

Education

Associate's or Bachelor's degree in a related field

Tools

ServiceNow

MS Office

LMDI tooling

Job description

JOB SUMMARY

The Support Analyst, Oracle Health General Laboratory provides day-to-day configuration and troubleshooting support for General Lab (GenLab) workflows within Oracle Health (Cerner Millennium) - chemistry, hematology, coagulation, urinalysis, and related core lab disciplines - handling routine specimen, order, and result-related tickets and keeping lab dictionaries accurate.

General Lab testing runs on a high volume of automated analyzers, so hands-on knowledge of Laboratory Medical Device Interface (LMDI) - instrument mapping, result routing, and interface troubleshooting - is highly preferred for this role. Candidates who bring that background will be able to take on more instrument-connectivity issues directly; candidates without it are still a strong fit for the core GenLab configuration and support work, with interface-level issues routed to a specialized resource.

JOB ROLES AND RESPONSIBILITIES

1. Perform routine configuration and maintenance for General Lab workflows, including result components, order catalogs, and reference range dictionaries, following established build standards.

2. Log, triage, and resolve tickets related to specimen tracking, result entry, and order workflows within assigned SLAs.

3. Support instrument connectivity and LMDI-related troubleshooting for General Lab analyzers - instrument mapping, result routing, interface error resolution - to the extent of individual proficiency, escalating complex interface issues to interface engineering as needed.

4. Support testing and validation of minor build changes, break/fix corrections, and approved enhancements to General Lab configuration.

5. Monitor lab dictionaries - procedure/order catalogs, result components, reference ranges - for accuracy, flagging discrepancies for correction.

6. Assist with instrument onboarding and connectivity validation activities for General Lab analyzers integrated through LMDI.

7. Coordinate with lab technologists and client IT staff to confirm ticket resolutions hold up in practice.

8. Escalate complex laboratory workflow or interface issues, along with the relevant background, to senior consultants or interface teams.

9. Coordinate with Core, Charge Services, and Interface support teams on issues that touch lab billing, results delivery, or downstream reporting.

10. Participate in release testing and regression checks for Oracle Health code updates affecting General Lab domains.

11. Keep support documentation, ticket notes, and knowledge base entries current, including instrument mapping references.

12. Take part in on-call or after-hours support rotations as needed, given how time-sensitive lab results can be.

13. Track assigned ticket volume and keep clients and internal stakeholders informed of status.

14. Support periodic compliance reviews relevant to lab operations, including CLIA, CAP, and HIPAA considerations, as directed.

15. Suggest improvements to General Lab support processes and documentation based on recurring ticket themes.

JOB SCOPE

This role handles defined configuration, troubleshooting, and ticket-resolution work within General Laboratory testing disciplines, under general supervision and established procedures. Given how many automated analyzers feed into General Lab testing, LMDI familiarity meaningfully expands what a Support Analyst can resolve independently - candidates with that background take on more instrument-connectivity troubleshooting directly, while those without it route those issues to interface engineering more often. Either way, anything carrying compliance exposure or broader workflow impact is reviewed by a senior lab consultant before resolution.

JOB REQUIREMENTS (Education, Experience, and Training)

• Associate's or Bachelor's degree in a related field (e.g., Medical Technology, Clinical Laboratory Science, Health Informatics), or equivalent related experience.

• 2-4 years of experience supporting or configuring Oracle Health (Cerner Millennium) General Lab (chemistry, hematology, coagulation, or related core lab disciplines).

• Hands-on experience with Laboratory Medical Device Interface (LMDI) - instrument mapping, result routing, interface troubleshooting - is highly preferred.

• Working familiarity with lab workflows, including specimen collection, order entry, and result verification.

• Ability to follow established build standards and resolve routine lab configuration and ticket issues independently.

• Comfort working in a ticketing/ITSM environment (e.g., ServiceNow) with defined SLAs.

• Strong attention to detail and the ability to manage multiple concurrent tickets.

• Clear written and verbal communication skills, with the ability to work well with lab technologists and technical teams.

• Willingness to participate in on-call or after-hours support rotations given the time-sensitive nature of lab results.

• Familiarity with CLIA, CAP, and HIPAA regulations as they relate to laboratory system configuration.

• Comfortable using standard office software and equipment, including MS Office.

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