Support/Technical Support Analyst 3

OP Consulting Group LLC

Richmond, VA, United States

8 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Cerner Software Applications Common Desktop Environments Document Management Systems Citrix Systems Performance Monitor

Job description

Tier 1 Support: Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
Issue Triage: 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.
Policy & Procedure Navigation: Understands organizational and local health department EHR policies, procedures, and workflows, alongside Oracle Health-specific procedures, to resolve issues.
Knowledge Maintenance: Acquires and maintains a general and clinical knowledge of internal and related software applications.
Training & Development: Attends professional development training as instructed.
Technical Troubleshooting: Maintains necessary technology skills to perform common, environment-specific First Call Resolution (FCR) tasks (with training), including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
System Health Checks: Conducts pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed EHR solution at each facility.
Performance Monitoring: Monitors key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
Command Center Operations: Participates in and helps sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.
Process Improvement: Contributes to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.
Reporting & Documentation:
Creates Post-Go-Live Health Check Reports assessing system performance and user adoption following deployment.
Maintains Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
Develops Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
Logs Issue Resolutions and Trend Analyses to track, resolve, and analyze recurring challenges.
Workflow Monitoring: Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities.
Compliance: Exhibits a basic understanding of healthcare regulatory and compliance standards (e.g., HIPAA) and is skilled in the application of policies and procedures.

Requirements

OHPAC & Revenue Cycle: Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
Troubleshooting: Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.
Process Adherence: Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.
Professional Communication: Ability to communicate clearly and professionally with end-users, application teams, technical teams, leadership, and vendors. Foundational communication skills include communicating routine information clearly in person, by telephone, electronically, or through support documentation, and explaining routine procedures.
Documentation: Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
Trend Identification: Ability to recognize patterns in incidents and identify recurring application or workflow issues.
End-User Technology: Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions.
Healthcare Security: Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
Customer Service: Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.
Time & Priority Management: Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.