Application Support/Technical Support Analyst 3

Job Summary

We are seeking an OHPAC Application Support Analyst to provide Tier 1 application and technical support for Oracle Health Patient Accounting (OHPAC) and related patient accounting workflows within a healthcare Electronic Health Record (EHR) environment.

The analyst will support end users, troubleshoot routine application and workflow issues, perform first-call resolution, document incidents, and escalate issues to appropriate Tier 2 or application support teams. This role will also support EHR implementation, go-live readiness, post-go-live health checks, and ongoing application sustainment.

Key Responsibilities

• Provide Tier 1 / First Call Resolution (FCR) application support for Oracle Health Patient Accounting (OHPAC).

• Troubleshoot routine OHPAC application, user access, workflow, printing, document management, interface, work queue, and processing issues.

• Triage incidents and determine whether issues can be resolved at Tier 1 or require escalation to Tier 2/application support teams.

• Follow established application support procedures, organizational policies, Standard Operating Procedures (SOPs), and ITIL processes.

• Maintain knowledge of OHPAC functionality, patient accounting, revenue cycle workflows, and healthcare application processes.

• Perform common first-call support activities such as password resets, Citrix troubleshooting, desktop troubleshooting, printing support, and user-access assistance.

• Conduct pre- and post-go-live EHR system health checks to verify operational readiness and application functionality.

• Monitor application performance indicators, usage metrics, and operational activity to identify potential technical or workflow issues.

• Support go-live command center activities, readiness checklists, and site health-status reporting.

• Document incidents, troubleshooting steps, resolutions, escalations, and recurring issues accurately.

• Prepare and maintain post-go-live health check reports, issue resolution logs, knowledge-transfer documentation, and sustainment readiness materials.

• Analyze incident trends and recurring application or workflow issues and contribute to process improvements.

• Work collaboratively with end users, application teams, technical teams, leadership, and vendors.

• Provide clear guidance and support to users with varying levels of technical knowledge.

• Maintain awareness of healthcare privacy, security, and compliance requirements, including HIPAA .

• Manage multiple support requests and prioritize incidents based on business impact and urgency.

Required Qualifications

• 3+ years of experience supporting healthcare IT applications or technical/application support environments.

• 3+ years of experience with Oracle Health Patient Accounting (OHPAC) or closely related Oracle Health/Cerner patient accounting environments.

• Strong understanding of patient accounting and healthcare revenue-cycle workflows .

• Experience troubleshooting and resolving routine application issues and appropriately escalating issues outside Tier 1 support.

• Experience with Tier 1 application support, incident management, troubleshooting, and user support .

• Experience documenting incidents, troubleshooting activities, resolutions, and escalations.

• Working knowledge of common end-user technologies, including Citrix, desktop applications, printing, and user access .

• Strong analytical, problem-solving, and troubleshooting skills related to healthcare applications and OHPAC.

• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA .

• Strong customer service, communication, and collaboration skills.

• Ability to manage multiple support requests and prioritize issues based on business impact.

Preferred / Additional Qualifications

• Experience supporting Oracle Health / Cerner EHR environments.

• Experience with EHR implementation, go-live, post-go-live support, and application sustainment.

• Experience with healthcare application monitoring, system health checks, and issue trend analysis.

• Knowledge of ITIL processes and service-level agreement (SLA) driven support environments.

• Experience supporting patient accounting or revenue-cycle applications.