[Hiring] Lead Operations Support Analyst @Acentra Health, LLC

Role Description

Acentra Health is looking for a Lead Operations Support Analyst to join our growing team. This role supports operational performance, service quality, SLA compliance, system functionality, reporting accuracy, and contractual and regulatory requirements. The Lead Operations Support Analyst 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.

***This is a fully remote position supporting Pacific Time Zone (PST) hours, with scheduling between 8:00 AM and 5:00 PM, Monday through Friday***

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.
• This position primarily involves working at a desk and using a computer for extended periods of time.

Qualifications

• Associates degree from an accredited college or university OR will consider 7 years of experience in lieu of a degree.
• 5+ years of relevant work experience in healthcare, human services, care coordination or related environment.
• 2+ years of supervisory, lead, or team leadership experience in a healthcare.
• 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.
• Ability to work independently with minimal oversight while managing multiple projects and competing priorities.

Requirements

• Proficiency in Microsoft Office applications.
• Familiarity with Information Technology Infrastructure Library (ITIL) foundational concepts.
• Substantial knowledge of Medicare, Medicaid, or other healthcare verticals.
• Ability to adapt to changing tasks, organizational priorities, and project demands.
• Demonstrated initiative, creativity, and resourcefulness in completing assignments.
• Strong commitment to customer service and operational excellence.

Benefits

• Comprehensive health plans.
• Paid time off.
• Retirement savings.
• Corporate wellness.
• Educational assistance.
• Corporate discounts.
• And more.