[Remote] Operations Support Analyst, Senior

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