Operations Support Analyst, Senior

Acentra Health; McLean (VA); Remote; USD 72,000 - 85,000; Full time

Benefits offered by this job

Fully remote (US)

Pacific Time business hours

Scheduling flexibility

Job summary

Acentra Health is seeking a Senior Operations Support Analyst to support operational performance, service quality, SLA compliance, system functionality, reporting accuracy, and regulatory requirements. This role acts as a subject matter expert and translates business and program requirements into workflows, configurations, reports, and procedures.

The Senior Analyst partners with operations, technical, reporting, and corporate teams to ensure operational readiness and compliance.

Qualifications

• Bachelor's degree.
• 5+ years of relevant work experience.
• Proficiency in Microsoft Office applications.
• Familiarity with ITIL foundational concepts.
• Substantial knowledge of Medicare/Medicaid or other healthcare verticals.
• Understanding of CMMI standards and operational processes.
• Adaptability to changing priorities and project demands.
• Strong initiative, creativity, and resourcefulness.
• Ability to work independently with minimal oversight while managing multiple projects.
• Excellent written and verbal communication skills.

Responsibilities

• Provide Tier 1 operational support to programs in the operations phase.
• Monitor events and alerts; process, triage, track, and escalate tickets; run operational reports.
• Research root causes and coordinate resolution of issues.
• Provide on-call support and assist with scheduled maintenance.
• Support new initiatives, contract changes, and system enhancements from development to testing.
• Translate requirements into workflows, system updates, and reports.
• Develop and validate operational workflows for accuracy and efficiency.
• Configure, enhance, and test Atrezzo functionality.
• Define reporting requirements and collaborate with teams to ensure accurate reporting.
• Conduct audits and quality reviews to identify compliance gaps and improvement opportunities.

Skills

5+ years of experience

Analytical & problem-solving

Communication skills

Independent work

Attention to detail

Cross-functional collaboration

HIPAA knowledge

Education

Bachelor's degree

Tools

Microsoft Office

ITIL knowledge

Medicare/Medicaid knowledge

Atrezzo system

Job description

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Job Summary and Responsibilities

Acentra seeks a Operations Support Analyst, Senior to join our growing team.

Job Summary:

Acentra is seeking a Senior Operations Support Analyst to support operational performance, service quality, SLA compliance, system functionality, reporting accuracy, and contractual and regulatory requirements. This role provides advanced operational support, serves as a subject matter expert, and translates business, contractual, and program requirements into effective workflows, system configurations, reports, policies, and procedures.

The Senior Operations Support Analyst partners with operations, technical, reporting, configuration, and corporate teams to support implementations, resolve issues, improve processes, and ensure operational readiness and compliance.

*This role is fully remote within the United States and follows standard Pacific Time Zone business hours, with some scheduling flexibility available for candidates located in the Mountain and Central Time Zones.

Job Responsibilities:

Operational Support and Implementation

• Provide Tier 1 operational support to programs in the operations phase.
• Monitor operational events and alerts; process, triage, track, and elevate tickets and system issues; run operational reports; and coordinate resolution in accordance with established procedures and escalation guidelines.
• Research root causes and engage appropriate internal and external resources to resolve operational and system issues.
• Provide on-call support and assist with scheduled maintenance as needed.
• Support new initiatives, contract changes, system enhancements, and implementation activities from development through testing and operationalization, partnering with internal teams to ensure operational readiness.
• Translate contractual, regulatory, and operational requirements into workflows, system updates, reporting requirements, and process improvements.
• Develop and validate operational workflows to ensure accuracy, efficiency, system alignment, and compliance.

Systems Configuration and Testing

• Participate in the configuration, enhancement, and testing of Atrezzo functionality.
• Develop and execute User Acceptance Testing scenarios for system enhancements, configuration changes, assessments, and workflows.
• Design, configure, and test assessments to validate logic, data capture, workflow alignment, and reporting functionality.

Compliance, Reporting, and Quality Oversight

• Monitor contractual, regulatory, and program requirements to ensure operational processes, systems, documentation, and reporting remain compliant.
• Define reporting requirements, identify required data elements, and collaborate with technical and reporting teams to support accurate reporting.
• Review report data for accuracy, completeness, and consistency; identify discrepancies and coordinate resolution.
• Conduct audits and quality reviews to identify compliance concerns, operational gaps, data inconsistencies, and improvement opportunities.
• Develop, maintain, and review policies and procedures to ensure alignment with current workflows, systems, contractual requirements, regulatory standards, and operational practices, including procedures developed by other teams.
• Recommend and support system, workflow, and process improvements based on operational knowledge and business requirements.
• Serve as a subject matter expert for program operations, systems, reporting, workflows, and contractual requirements.
• Collaborate with cross-functional teams and stakeholders to develop effective and compliant operational solutions.
• Perform other duties as assigned.
• Read, understand, and comply with all corporate policies, including policies related to HIPAA and its Privacy and Security Rules.

Qualifications

Required Qualifications/Experience:

• Bachelor's degree
• 5+ years of relevant work experience

Preferred Qualifications/Experience:

• Proficiency in Microsoft Office applications
• Familiarity with Information Technology Infrastructure Library (ITIL) foundational concepts
• Substantial knowledge of Medicare, Medicaid, or other healthcare verticals
• Understanding of the company's CMMI standards and operational processes
• Ability to adapt to changing tasks, organizational priorities, and project demands
• Demonstrated initiative, creativity, and resourcefulness in completing assignments
• Ability to work independently with minimal oversight while managing multiple projects and competing priorities
• Strong analytical, critical-thinking, and problem-solving skills, with the ability to troubleshoot and appropriately escalated technical issues
• Strong attention to detail
• Excellent written and verbal communication skills
• Ability to collaborate effectively across departments
• Strong commitment to customer service and operational excellence

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Pay Range

USD $71,760.00 - USD $85,000.00 /Yr.

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Experience in Lieu of Degree

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

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