Position Summary
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier 1, first-call-resolution application support to end users utilizing Oracle Health Patient Accounting and related patient accounting/revenue-cycle applications.
This role supports the successful implementation, deployment, and sustainment of Electronic Health Record (EHR) capabilities across Virginia Department of Health (VDH) facilities and Local Health Departments. The specialist serves as a primary point of contact for end users, troubleshooting routine application and workflow issues, monitoring system health, documenting incidents, and escalating complex issues to Tier 2 application, technical, implementation, or vendor support teams.
The position plays an important role in maintaining stable and effective patient accounting operations through post-go-live health checks, issue tracking, trend analysis, knowledge transfer, and sustainment readiness activities.
Required Knowledge and Skills
- Foundational knowledge of Oracle Health Patient Accounting (OHPAC).
- Understanding of patient accounting and healthcare revenue-cycle workflows.
- Ability to troubleshoot and resolve routine OHPAC application issues.
- Ability to recognize issues outside the scope of Tier 1 support and escalate them appropriately.
- Understanding of application support procedures, ITIL processes, organizational policies, and standard operating procedures.
- Working knowledge of common end-user technologies, including:
- Desktop applications
- Citrix environments
- Printing
- User access and account support
- Password resets
- Basic desktop troubleshooting
- Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
- Strong incident documentation and problem-tracking skills.
- Ability to identify recurring issues and recognize incident trends.
- Strong customer service and interpersonal skills.
- Ability to communicate technical information clearly to users with varying levels of technical expertise.
- Ability to manage multiple incidents in a time-sensitive support environment.
- Ability to work effectively with application teams, technical teams, leadership, end users, and external vendors.
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