Engagement Type
Contract
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.
Maximum Vendor Submittal Rate is $49.15/hr.
Complete Description
Short Description:
The OracleHealth Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patientaccounting 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.
Complete Description:
TheOracle Health Patient Accounting (OHPAC) Application Support Specialistprovides Tier 1, first-call-resolution support to end users utilizing OracleHealth Patient Accounting and related patient accounting areas.
This role plays avital role in supporting the successful implementation and sustainment phases of the VDH 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 VDH 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.
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
| Skill | Required/Desired | Amount | of Experience |
| Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. | Required | 3.0 | Years |
| Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. | Required | 3.0 | Years |
| Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures | Required | 3.0 | Years |
| Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. | Required | 3.0 | Years |
| Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. | Required | 3.0 | Years |
| Ability to recognize patterns in incidents and identify recurring application or workflow issues. | Required | 3.0 | Years |
| Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support | Required | 3.0 | Years |
| Understanding of healthcare privacy, security, and compliance requirements, including HIPAA | Required | 3.0 | Years |
| Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise | Required | 3.0 | Years |
| Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC | Required | | Years |
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