Sr Support Analyst - CPA/Charge Services

About the job

JOB SUMMARY

The Support Analyst, Oracle Health General Laboratory provides day-to-day configuration and troubleshooting support for General Lab (GenLab) workflows within Oracle Health (Cerner Millennium) — chemistry, hematology, coagulation, urinalysis, and related core lab disciplines — handling routine specimen, order, and result-related tickets and keeping lab dictionaries accurate.

General Lab testing runs on a high volume of automated analyzers, so hands-on knowledge of Laboratory Medical Device Interface (LMDI) — instrument mapping, result routing, and interface troubleshooting — is highly preferred for this role. Candidates who bring that background will be able to take on more instrument-connectivity issues directly; candidates without it are still a strong fit for the core GenLab configuration and support work, with interface-level issues routed to a specialized resource.

JOB ROLES AND RESPONSIBILITIES

• Perform routine configuration and maintenance for General Lab workflows, including result components, order catalogs, and reference range dictionaries, following established build standards.

• Log, triage, and resolve tickets related to specimen tracking, result entry, and order workflows within assigned SLAs.

• Support instrument connectivity and LMDI-related troubleshooting for General Lab analyzers — instrument mapping, result routing, interface error resolution — to the extent of individual proficiency, escalating complex interface issues to interface engineering as needed.

• Support testing and validation of minor build changes, break/fix corrections, and approved enhancements to General Lab configuration.

• Monitor lab dictionaries — procedure/order catalogs, result components, reference ranges — for accuracy, flagging discrepancies for correction.

• Assist with instrument onboarding and connectivity validation activities for General Lab analyzers integrated through LMDI.

• Coordinate with lab technologists and client IT staff to confirm ticket resolutions hold up in practice.

• Escalate complex laboratory workflow or interface issues, along with the relevant background, to senior consultants or interface teams.

• Coordinate with Core, Charge Services, and Interface support teams on issues that touch lab billing, results delivery, or downstream reporting.

• Participate in release testing and regression checks for Oracle Health code updates affecting General Lab domains.

• Keep support documentation, ticket notes, and knowledge base entries current, including instrument mapping references.

• Take part in on-call or after-hours support rotations as needed, given how time-sensitive lab results can be.

• Track assigned ticket volume and keep clients and internal stakeholders informed of status.

• Support periodic compliance reviews relevant to lab operations, including CLIA, CAP, and HIPAA considerations, as directed.

• Suggest improvements to General Lab support processes and documentation based on recurring ticket themes.

JOB SCOPE

This role handles defined configuration, troubleshooting, and ticket-resolution work within General Laboratory testing disciplines, under general supervision and established procedures. Given how many automated analyzers feed into General Lab testing, LMDI familiarity meaningfully expands what a Support Analyst can resolve independently — candidates with that background take on more instrument-connectivity troubleshooting directly, while those without it route those issues to interface engineering more often. Either way, anything carrying compliance exposure or broader workflow impact is reviewed by a senior lab consultant before resolution.

JOB REQUIREMENTS (Education, Experience, and Training)

• Associate's or Bachelor's degree in a related field (e.g., Medical Technology, Clinical Laboratory Science, Health Informatics), or equivalent related experience.

• 2-4 years of experience supporting or configuring Oracle Health (Cerner Millennium) General Lab (chemistry, hematology, coagulation, or related core lab disciplines).

• Hands-on experience with Laboratory Medical Device Interface (LMDI) — instrument mapping, result routing, interface troubleshooting — is highly preferred.

• Working familiarity with lab workflows, including specimen collection, order entry, and result verification.

• Ability to follow established build standards and resolve routine lab configuration and ticket issues independently.

• Comfort working in a ticketing/ITSM environment (e.g., ServiceNow) with defined SLAs.

• Strong attention to detail and the ability to manage multiple concurrent tickets.

• Clear written and verbal communication skills, with the ability to work well with lab technologists and technical teams.

• Willingness to participate in on-call or after-hours support rotations given the time-sensitive nature of lab results.

• Familiarity with CLIA, CAP, and HIPAA regulations as they relate to laboratory system configuration.

• Comfortable using standard office software and equipment, including MS Office.

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Additional Information

• Job Identification: 487
• Job Category: Professional and Advisory Services
• Posting Date: 2026-09-21
• Apply Before: 2026-09-23
• Job Schedule: Full time
• Locations: 7900 Tysons Corner Pl., McLean, VA, 22102, US (Remote)