Operations Support Analyst, Senior

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.

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 elevate 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…