Ashwin Ravichandran

The Oracle Patient Portal Support Specialist provides functional and technical support for patient-facing applications, primarily supporting the Oracle Health Patient Portal within the Oracle Health ecosystem. This role ensures patients and internal staff receive timely assistance related to portal access, messaging, appointments, billing, and medical record access.
* Key Responsibilities
* Provide Tier 1 and Tier 2 support for patient portal access (login issues, password resets, MFA verification).
* Assist patients with navigating features such as appointment scheduling, prescription refill requests, bill payment, and medical record viewing.
* Troubleshoot synchronization issues between the patient portal and the organization's EHR system (e.g., Epic MyChart or Oracle Health Patient Portal).
* Escalate technical issues to application, EHR, or infrastructure teams when necessary.
* Document incidents and resolutions in the ticketing system.
* Maintain knowledge base articles for common portal issues
* Ensure compliance with HIPAA and organizational security policies.
* Support portal upgrades, testing, and release validations.
TOOLS USED
* Educate patients on portal benefits and digital health tools.
* Oracle Health Environment Support (Patient Portal & EHR)
* Hi-Console - Hosted environment monitoring and system management
* Sauron - User activity auditing and log analysis
* ServiceNow - Incident, change, and knowledge management
* HL7 / FHIR - Healthcare data exchange standards
* SQL / Oracle Database - Basic querying and troubleshooting
* Patient Portal Support - Login, MFA, account access, and data validation
* HIPAA & Security Compliance.

Senior Process Associate - Information Management Project

HandledSenior Process Associate - Information Management

Handled technical incidents and data issues across hardware, software, networking, and user access systems for enterprise clients.
Key Responsibilities:
• Managed Data Incident queue, created lost/stolen drive incidents using RM Archer.
• Assisted junior professionals to ensure data accuracy and process adherence.
• Validated users via User Validation Tool (UVT) and PingID/PUVT.
• Administered accounts through Active Directory, Active Roles, and Microsoft Azure (MFA reset, account sync).
• Performed application installation/configuration, worked with backlog teams to address associate incidents.
• Extracted FCR reports in coordination with the reporting team.
• Remotely monitored devices, databases, and websites to ensure uptime.
• Implemented process improvement strategies leading to a 100% IT incident remedy rate. technical incidents and data issues across hardware, software, networking, and user access systems for enterprise clients.
Key Responsibilities:
• Managed Data Incident queue, created lost/stolen drive incidents using RM Archer.
• Assisted junior professionals to ensure data accuracy and process adherence.
• Validated users via User Validation Tool (UVT) and PingID/PUVT.
• Administered accounts through Active Directory, Active Roles, and Microsoft Azure (MFA reset, account sync).
• Performed application installation/configuration, worked with backlog teams to address associate incidents.
• Extracted FCR reports in coordination with the reporting team.
• Remotely monitored devices, databases, and websites to ensure uptime.
• Implemented process improvement strategies leading to a 100% IT incident remedy rate.

• Provided voice based support for helthcare providers, resolving daily billing and insurance claim inquiries with full customer satisfaction.
• Collaborated with insurance teams to clear outstanding blances, reducing claim processing delays.
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
• Enhanced team productivity by streamlining communication and implementing efficient project management tools.
• Developed and implemented strategies to increase customer satisfaction and engagement.