VDH OHPAC Application Support/Technical Support Analyst 3

The Virginia Department of Health (VDH) is seeking an experienced Oracle Health Patient Accounting (OHPAC) Application Support/Technical Support Analyst 3 to provide Tier 1, first-call-resolution support to end users.

The position will troubleshoot OHPAC issues, manage escalations, support user access and common technical issues, monitor system performance, and assist with EHR implementation and sustainment activities., The OHPAC Application Support/Technical Support Analyst 3 will provide Tier 1 support, troubleshoot application and workflow issues, determine appropriate escalation paths, and assist users with technical and functional problems.

The role will also support EHR go-live and sustainment activities, including system health checks, readiness activities, issue tracking, system monitoring, and process improvement., * Provide Tier 1 and first-call-resolution support for OHPAC users.

• Troubleshoot routine application and workflow issues and escalate complex issues.
• Support password resets, Citrix, desktop, printing, and user-access issues.
• Follow VDH, EHR, Oracle Health, and application support procedures.
• Conduct pre- and post-go-live system health checks.
• Monitor KPIs and system usage for potential issues.
• Maintain readiness checklists, health dashboards, and issue-resolution logs.
• Document incidents, troubleshooting, resolutions, and escalations.
• Identify recurring issues and contribute to trend analysis and process improvements.
• Communicate with end users, technical teams, application teams, leadership, and vendors.
• Manage multiple support requests and prioritize based on business impact.
• Follow ITIL processes and applicable SLAs.
• Maintain knowledge of healthcare privacy, security, and HIPAA requirements.

Qualified candidates should have experience with OHPAC, patient accounting/revenue-cycle workflows, application support, troubleshooting, end-user support, and incident documentation. Knowledge of Cerner, Citrix, and HIPAA is also required., * 3+ years of experience with OHPAC and patient accounting/revenue-cycle workflows.

• 3+ years of experience troubleshooting OHPAC application issues and managing escalations.
• 3+ years of experience with application support procedures, policies, and SOPs.
• 3+ years of experience documenting incidents and communicating with end users and technical teams.
• 3+ years of experience recognizing recurring application or workflow issues.
• 3+ years of working knowledge of desktop applications, Citrix, printing, and user access.
• 3+ years of experience with healthcare privacy, security, and HIPAA compliance.
• Strong customer service, analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC.
• Ability to manage multiple support requests and work in a time-sensitive environment.
• Ability to work effectively with end users, technical teams, leadership, and vendors.
• Ability to work in a hybrid environment in Richmond, VA.

Preferred Qualifications:

• Experience with EHR implementation, go-live, post-go-live, or sustainment activities.
• Experience conducting system health checks and monitoring KPIs.
• Experience with EHR readiness activities, dashboards, and command center operations.
• Experience with issue trend analysis and process improvement.
• Experience working in healthcare, government, or public health environments.
• Experience with ITIL and Service Level Agreements (SLAs).

Compensation:

Pay Rate: $49.15/hr