Lead Operations Support Analyst

Company Overview


Job Summary and Responsibilities

Acentra Health is looking for a Lead Operations Support Analyst to join our growing team.

Job Summary:

Acentra is seeking a Lead 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 Lead 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 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:

Operational Support and Implementation

• 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.

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

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Qualifications

Required 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.

Preferred Qualifications

• 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.

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.

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!

We are committed to providing a secure and positive hiring experience. Depending on the role, interviews may be conducted virtually, in person, or through a combination of both. As part of our recruitment process, candidates may be asked to participate in identity verification measures to help ensure the integrity of the hiring process.

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

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.

Compensation

The pay range 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.”

Pay Range

USD $30.00 - USD $37.50 /Hr.