OHPAC Application Support Specialist

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., * 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.

• 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.
• 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.
• Workflow & System Monitoring: Monitor OHPAC functional indicators, including work queues, user configurations, document management, interface functions, and printing issues.
• Documentation & Analysis: Maintain incident logs, track recurring issue trends, perform root-cause analysis, and create knowledge transfer documentation to optimize support workflows.
• Compliance & Standards: Adhere strictly to HIPAA, healthcare privacy regulations, VDH policies, and local health department EHR standard operating procedures.

• OHPAC & Revenue Cycle: 3+ years of foundational knowledge in Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Tier 1 Troubleshooting & Escalation: 3+ years of experience resolving routine OHPAC application issues and managing escalations within an ITIL framework.
• IT Infrastructure & Desktop Tools: 3+ years of hands-on experience supporting end-user desktop applications, Citrix virtual environments, enterprise printing, and user access.
• Documentation & Incident Tracking: 3+ years documenting incidents, resolutions, workflow patterns, and troubleshooting steps in an ITSM environment.
• Healthcare Compliance & HIPAA: 3+ years of experience working under healthcare privacy, security, and regulatory compliance standards (HIPAA).
• Customer Service & Communication: 3+ years delivering customer-centric technical support and clear guidance to end-users of varying technical skill levels.
• Problem-Solving Skills: Strong analytical and troubleshooting skills related to Cerner/OHPAC system issues.