What are the responsibilities and job description for the Technical Support Analyst position at Solomons International?
- Provide Tier 1 application support for Oracle Health Patient Accounting (OHPAC) and related patient accounting areas.
- Offer technical and functional expertise to troubleshoot application issues, support user and system configuration, and monitor key OHPAC functions.
- Serve as the 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.
- Support the successful implementation and sustainment phases of the VDH Electronic Health Record (EHR) initiative.
- Ensure deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.
- Adhere to established Service Level Agreements (SLAs) and ITIL processes.
- Triage end-user issues to determine resolution at Tier 1 or escalation to Tier 2.
- Understand VDH and Local Health Department EHR policies, procedures, and workflows, as well as Oracle Health-specific procedures.
- Acquire and maintain general and clinical knowledge of client and related software applications.
- Perform common First Call Resolution (FCR) tasks, including password resets, Citrix troubleshooting, and desktop troubleshooting.
- Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the EHR solution.
- Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
- Participate in and help sustain readiness checklists and site health status dashboards for EHR leadership.
- Contribute to lessons learned, issue trend analysis, and process improvements for future deployments.
- Document Post-Go-Live Health Check Reports, Sustainment Readiness Checklists, Knowledge Transfer Documentation, and Issue Resolution Logs.
- Demonstrate a basic understanding of healthcare regulatory and compliance (e.g., HIPAA) and apply policies and procedures.
- Monitor specific OHPAC functions and operational indicators to identify potential application or workflow issues (e.g., user configuration, work queues, interfaces, printing).
- Communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
- Document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
- Recognize patterns in incidents and identify recurring application or workflow issues.
- Possess working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, and user access.
- Manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.
Professional Skills :
| Skill Name | Required/Desired | Total Years |
|---|---|---|
| Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. | Required | 3 |
| Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. | Required | 3 |
| Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures | Required | 3 |
| Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. | Required | 3 |
| Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. | Required | 3 |
| Ability to recognize patterns in incidents and identify recurring application or workflow issues. | Required | 3 |
| Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support | Required | 3 |
| Understanding of healthcare privacy, security, and compliance requirements, including HIPAA | Required | 3 |
| Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise | Required | 3 |
| Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC | Required |