[Remote] Oracle Health Federal Customer Service Administrator

Note: The job is a remote job and is open to candidates in USA. Oracle is on a mission to create a human-centric healthcare experience powered by unified global data. They are seeking a Customer Service Administrator to support end users across Federal agencies, ensuring seamless access to healthcare technology and addressing user challenges. This role is crucial in maintaining compliance with healthcare regulations and enhancing user experience through effective support and documentation.

Responsibilities

• Create, update, and remove end-user access across multiple domains and applications, including but not limited to Active Directory, Oracle Health applications, and third-party vendor platforms such as 3M, Nuance, and others
• Respond to customer inquiries and requests submitted through phone, email, or ticketing systems, providing friendly, timely, and effective support
• Troubleshoot and resolve access, login, or provisioning issues by coordinating with internal technical teams and external vendors as necessary
• Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within our ticketing systems
• Escalate unresolved or urgent issues to the appropriate technical teams or management in a prompt manner
• Adhere to organizational service level agreements (SLAs), data security, and privacy protocols at all times
• Identify recurring issues and collaborate with colleagues to recommend and implement service improvements
• Contribute to the development and maintenance of end-user documentation, FAQs, and training materials
• Support ongoing compliance initiatives and ensure all processes meet healthcare regulatory requirements

Skills

• High School diploma or higher education
• 0-2 years of end user technical support
• IT support work experience
• Self-starter capable of independently handling tasks and projects
• U.S. citizenship required due to client contracts
• Must be able to obtain the appropriate government security clearance card applicable to your position
• Create, update, and remove end-user access across multiple domains and applications, including but not limited to Active Directory, Oracle Health applications, and third-party vendor platforms such as 3M, Nuance, and others
• Respond to customer inquiries and requests submitted through phone, email, or ticketing systems, providing friendly, timely, and effective support
• Troubleshoot and resolve access, login, or provisioning issues by coordinating with internal technical teams and external vendors as necessary
• Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within our ticketing systems
• Escalate unresolved or urgent issues to the appropriate technical teams or management in a prompt manner
• Adhere to organizational service level agreements (SLAs), data security, and privacy protocols at all times
• Identify recurring issues and collaborate with colleagues to recommend and implement service improvements
• Contribute to the development and maintenance of end-user documentation, FAQs, and training materials
• Support ongoing compliance initiatives and ensure all processes meet healthcare regulatory requirements

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

Company Overview