We are seeking an OHPAC Application Support Specialist to provide Tier 1 First-Call-Resolution (FCR) support to end-users of Oracle Health Patient Accounting (OHPAC) and related revenue-cycle systems. This role plays a vital part in supporting the successful implementation and post-cutover sustainment phases of the VDH Electronic Health Record (EHR) initiative. The specialist will troubleshoot application issues, monitor operational workflows (work queues, interfaces, Citrix, printing), conduct pre/post go-live health checks, and maintain operational dashboards for the command center.
Client: Virginia Department of Health (VDH)
Location: 109 Governor St, Richmond, VA 23218
Work Arrangement: Hybrid
Role Type: Contract (09/28/2026 – 06/30/2027)
Submission Deadline: Open / Urgent
Interview Process: Phone and In Person
Key Responsibilities
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Tier 1 FCR Support: Deliver Tier 1 application and desktop support following ITIL processes to meet established SLAs, performing password resets, Citrix troubleshooting, and basic end-user assistance.
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Triage & Escalation: Troubleshoot routine OHPAC application and revenue-cycle issues, escalating complex Tier 2 or vendor-level problems to the appropriate technical or implementation teams.
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Go-Live & Sustainment Operations: Conduct pre- and post-go-live health checks across VDH facilities, track user adoption metrics, and compile readiness checklists, health status dashboards, and post-implementation reports.
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Workflow & System Monitoring: Monitor OHPAC functional indicators, including work queues, user configurations, document management, interface functions, and printing issues.
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Documentation & Analysis: Maintain incident logs, track recurring issue trends, perform root-cause analysis, and create knowledge transfer documentation to optimize support workflows.
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Compliance & Standards: Adhere strictly to HIPAA, healthcare privacy regulations, VDH policies, and local health department EHR standard operating procedures.
Required Skills & Qualifications
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OHPAC & Revenue Cycle: 3+ years of foundational knowledge in Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
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Tier 1 Troubleshooting & Escalation: 3+ years of experience resolving routine OHPAC application issues and managing escalations within an ITIL framework.
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IT Infrastructure & Desktop Tools: 3+ years of hands-on experience supporting end-user desktop applications, Citrix virtual environments, enterprise printing, and user access.
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Documentation & Incident Tracking: 3+ years documenting incidents, resolutions, workflow patterns, and troubleshooting steps in an ITSM environment.
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Healthcare Compliance & HIPAA: 3+ years of experience working under healthcare privacy, security, and regulatory compliance standards (HIPAA).
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Customer Service & Communication: 3+ years delivering customer-centric technical support and clear guidance to end-users of varying technical skill levels.
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Problem-Solving Skills: Strong analytical and troubleshooting skills related to Cerner/OHPAC system issues.
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