Oracle Health Federal Customer Service Administrator

Job Description

We're on a journey to advance how health happens with technologies that empower patients, support clinicians, inspire innovation, and save lives.

Our mission? To create a human-centric healthcare experience powered by unified global data.

It's a big challenge, but big challenges are what we do best. We're already transforming some of the world's largest health systems-helping them turn data into lifesaving decisions and better patient care.

We want people just as dedicated as we are to improving health equity and delivering quality care across the globe. If you're excited about making healthcare more human, you've come to the right place.

We are looking for a Customer Service Administrator to support end users with solutions across Federal agencies including the Department of Defense, United States Coast Guard, Veterans Affairs and Indian Health Service.

The Federal CSA team is a group of hard-working, knowledgeable, passionate members who want to shape the electronic health records systems with support for active-duty service men and women, their beneficiaries, our Nation's Veteran's, American Indians, and Alaska Natives.

As a Customer Service Admin Support team member at Oracle Health, you will be a crucial part of our mission to provide reliable and responsive support to healthcare professionals using our technology. In this role, you'll be at the forefront of interactions with users, addressing challenges as they arise and ensuring that their experiences with our systems are seamless. Your day-to-day responsibilities will include managing user account provisioning-setting up, updating, or removing access as needed-and resolving technical or administrative issues submitted via phone or our ticketing system.

You will regularly work with a diverse group of healthcare providers, administrators, and internal technical teams, acting as a bridge between our clients and the technical solutions they depend on. Your problem-solving skills and attention to detail will help ensure compliance with healthcare data privacy and security regulations, and your commitment to customer service will reinforce Oracle Health's reputation for excellence.

Most importantly, the work you do in this role will play a crucial part in supporting patient care. By ensuring healthcare professionals have timely and seamless access to critical systems, you help enable them to deliver safe, effective, and uninterrupted care to their patients.

Additionally, you'll have an opportunity to contribute to process improvements by identifying trends in client issues, suggesting enhancements, and helping to develop resources such as user guides and FAQs. If you are passionate about making a difference in healthcare delivery and thrive in a dynamic, fast-paced environment, this role offers a rewarding path for professional growth at Oracle Health.

Responsibilities

Key Responsibilities:

• Create, update, and remove end-user access across multiple domains and applications, including but not limited to Active Directory, Oracle Health applications, and third-party vendor platforms such as 3M, Nuance, and others.
• Respond to customer inquiries and requests submitted through phone, email, or ticketing systems, providing friendly, timely, and effective support.
• Troubleshoot and resolve access, login, or provisioning issues by coordinating with internal technical teams and external vendors as necessary.
• Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within our ticketing systems.
• Escalate unresolved or urgent issues to the appropriate technical teams or management in a prompt manner.
• Adhere to organizational service level agreements (SLAs), data security, and privacy protocols at all times.
• Identify recurring issues and collaborate with colleagues to recommend and implement service improvements.
• Contribute to the development and maintenance of end-user documentation, FAQs, and training materials.
• Support ongoing compliance initiatives and ensure all processes meet healthcare regulatory requirements.

Preferred Qualifications:

• High School diploma or higher education
• 0-2 years of end user technical support
• IT support work experience
• Self-starter capable of independently handling tasks and projects.
• U.S. citizenship required due to client contracts.
• Must be able to obtain the appropriate government security clearance card applicable to your position.

Expectations:

• Willing to report to an office
• Willing to travel up to 25% of the time

#LI-MBOH

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $15.00 to $28.61 per hour; from: $31,200 to $59,500 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC0

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.