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VDH OHPAC Application Support/Technical Support Analyst 3 ((phone number removed))

Title/Role: VDH OHPAC Application Support/Technical Support Analyst 3

Region Description:

Req. Status: Open

No. of Openings: 1

Start Date: 09/28/2026

End Date: 06/30/2027

Max Submittals by Vendor: 2 Per Opening

Worksite Address: 109 GOVERNOR ST Richmond, VA

Agency Interview Type: Both Phone and In Person

Work Arrangement: Hybrid

Short Description:

The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patient accounting areas.

Maximum Vendor Submittal Rate is $49.15/hr.

Complete Description:

Short Description:

The OracleHealth Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patientaccounting areas. This position provides technical and functional expertise totroubleshoot application issues, support user and system configuration, monitorkey OHPAC functions, and assist with maintaining stable and effective patientaccounting operations. The specialist serves as a first point of contact forend users, resolving issues when possible and escalating complex problems toappropriate Tier 2, technical, implementation, or vendor support teams.

Complete Description:

TheOracle Health Patient Accounting (OHPAC) Application Support Specialistprovides Tier 1, first-call-resolution support to end users utilizing OracleHealth Patient Accounting and related patient accounting areas.

This role plays avital role in supporting the successful implementation and sustainment phases of the VDH Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

· Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.

· 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.

· Must understand VDH and Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.

· Acquires and maintains a general and clinical knowledge of client and related software applications.

· Attends professional development training as instructed.

· Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

· Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility

· Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation

· Participate and help sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations

· Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts

· Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment

· Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support

· Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams

· Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges

· Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including areas such as user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities, as applicable.

Knowledge and Skills

Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.

Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.

Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.

Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.

Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.

Ability to recognize patterns in incidents and identify recurring application or workflow issues.

Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions.

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

Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.

Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.

Foundational communication skills: communicates routine information clearly in person, by telephone, electronically, or through support documentation; provides guidance on standard procedures; and maintains accurate records of support activities.

Skill Required / Desired Amount of Experience

Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. Required 3 Years

Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. Required 3 Years

Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures Required 3 Years

Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. Required 3 Years

Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. Required 3 Years

Ability to recognize patterns in incidents and identify recurring application or workflow issues. Required 3 Years

Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support Required 3 Years

Understanding of healthcare privacy, security, and compliance requirements, including HIPAA Required 3 Years

Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise Required 3 Years

Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC Required Years

Title: OHPAC Application Support/Technical Support Analyst
Location: Richmond VA(Hybrid)
Duration: 10 Months
Interview type: Webcam& in-person


Job Description:
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier1 support to end users of Oracle Health Patient Accounting and related patient accounting areas. This position provides technical and functional expertise to troubleshoot application issues, support user and system configuration, monitor key OHPAC functions, and assist with maintaining stable and effective patient accounting operations. The specialist serves as a first point of contact for end users, resolving issues when possible and escalating complex problems to appropriate Tier 2, technical, implementation, or vendor support teams.

Complete Description:
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier 1, first-call-resolution support to end users utilizing oracle Health Patient Accounting and related patient accounting areas.

This role plays avital role in supporting the successful implementation and sustainment phases of the Client Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

• Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• 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.
• Must understand VDH and Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquires and maintains a general and clinical knowledge of client and related software applications.
• Attends professional development training as instructed.
• Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
• Participate and help sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
• Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.
• Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including areas such as user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities, as applicable.

Knowledge and Skills

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.
• Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.
• Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
• Ability to recognize patterns in incidents and identify recurring application or workflow issues.
• Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions.
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
• Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.
• Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.
• Foundational communication skills: communicates routine information clearly in person, by telephone, electronically, or through support documentation; provides guidance on standard procedures; and maintains accurate records of support activities.

Job Title: VDH OHPAC Application Support/Technical Support Analyst 3
Work Type: Hybrid
Location: Richmond, VA
Salary/Rate: Up to $49.15/hr
Start Date: 09/28/2026
End Date: 06/30/2027
Industry Category: Information Technology / Healthcare
Employment Type: Contract
Requisition ID: (phone number removed)

Overview:

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.

Application:

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.

Job Description:

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.

Responsibilities:

• 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.

Requirements

Minimum Qualifications:

• 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).

Benefits

Compensation:

Pay Rate: $49.15/hr

Schedule:

Start Date: 09/28/2026
End Date: 06/30/2027

Hybrid

Work Location:Richmond, VA

Job Title: OHPAC Application Support/Technical Support Analyst 3 ((phone number removed))
Start Date: 09/28/2026
End Date: 06/30/2027
Location: Richmond, VA, hybrid
Role Description:
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier 1 support to end users of Oracle Health Patient Accounting and related patient accounting areas.
Short Description:
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier 1 support to end users of Oracle Health Patient Accounting and related patient accounting areas. This position provides technical and functional expertise to troubleshoot application issues, support user and system configuration, monitor key OHPAC functions, and assist with maintaining stable and effective patient accounting operations. The specialist serves as a first point of contact for end users, resolving issues when possible and escalating complex problems to appropriate Tier 2, technical, implementation, or vendor support teams.
Complete Description:
The Oracle Health Patient Accounting (OHPAC) Application Support Specialist provides Tier 1, first-call-resolution support to end users utilizing Oracle Health Patient Accounting and related patient accounting areas.
This role plays a vital role in supporting the successful implementation and sustainment phases of the client Electronic Health Record initiative and helps ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

• Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• 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.
• Must understand Client and Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquires and maintains a general and clinical knowledge of client and related software applications.
• Attends professional development training as instructed.
• Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each client facility.
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
• Participate and help sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment.
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.
• Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including areas such as user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities, as applicable.
Knowledge and Skills:

• Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows.
• Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support.
• Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures.
• Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
• Ability to recognize patterns in incidents and identify recurring application or workflow issues.
• Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions.
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA.
• Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise.
• Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.
• Foundational communication skills: communicates routine information clearly in person, by telephone, electronically, or through support documentation; provides guidance on standard procedures; and maintains accurate records of support activities.

Required / Desired Skills: Skill Required / Desired Amount of Experience Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. Required 3 Years Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. Required 3 Years Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures. Required 3 Years Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. Required 3 Years Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. Required 3 Years Ability to recognize patterns in incidents and identify recurring application or workflow issues. Required 3 Years Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support. Required 3 Years Understanding of healthcare privacy, security, and compliance requirements, including HIPAA. Required 3 Years Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise. Required 3 Years Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC. Required Years
About our Company
DataSoft Technologies is a highly recognized provider of professional IT Consulting services in the US. Founded in 1994, DataSoft Technologies, Inc. provides staff augmentation services for Information Technology and Automotive Services. Our team member benefits include:

Paid Holidays/Paid Time Off (PTO)
Medical/Dental Insurance Group
Accident/Critical Illness Insurance
Life Insurance
401 (K)