Note: The job is a remote job and is open to candidates in USA. Acentra Health provides technology, services, and clinical expertise to support better health outcomes, particularly in the public-sector healthcare space. The Senior Operations Support Analyst provides advanced operational support, supports implementations and system configuration, ensures SLA, contractual, regulatory, and reporting compliance, and improves workflows and processes.
Responsibilities
- Provide Tier 1 operational support to programs in the operations phase
- Monitor operational events and alerts; process, triage, track, and escalate 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
- 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
- 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
Skills
- Bachelor's degree
- 5+ years of relevant work 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 escalate 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
- The Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree
- The Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree
Benefits
- Fully remote within the United States, with some scheduling flexibility available for candidates located in the Mountain and Central Time Zones.
- Comprehensive health plans
- Paid time off
- Retirement savings
- Corporate wellness
- Educational assistance
- Corporate discounts
Company Overview
Company H1B Sponsorship