Operations Support Analyst, Senior

Acentra Health, LLC; United States; Remote; USD 72,000 - 85,000; Full time

Job summary

Acentra Health, LLC is seeking a Senior Operations Support Analyst to ensure operational performance, service quality, and SLA compliance. The role involves translating business and regulatory requirements into effective workflows, configurations, and reports, partnering with cross-functional teams to drive readiness and compliance.

This fully remote position follows Pacific Time business hours with flexibility for candidates in Mountain/ Central Time zones, supporting programs across the United

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years of relevant work experience.
• Experience with healthcare programs or government contracts is a plus.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication.

Responsibilities

• Provide Tier 1 operational support to programs in the operations phase.
• Monitor events and alerts; process, triage, track, and upscale tickets and system issues; run reports.
• Research root causes and coordinate resolution with internal/external resources.
• Provide on-call support and assist with scheduled maintenance.
• Translate contractual, regulatory, and operational requirements into workflows, updates, and reports.
• Develop and validate operational workflows for accuracy, efficiency, and compliance.

Skills

Analytical thinking

Problem solving

Attention to detail

Communication skills

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Microsoft Office

ITIL Foundations

Medicare/Medicaid knowledge

CMMI standards

Operational processes

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 upscale 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 elevate 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.

Compensation

The pay for this position is listed below.

"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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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.