Service Support Facilitator, Associate - Remote in West Virginia

Company Overview

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.

Job Summary: Acentra Health is seeking a dedicated Service Support Facilitator to join our growing team and play a key role in empowering individuals within the I/DD Waiver Program. In this vital position, you will conduct initial and annual assessments that form the foundation for determining medical eligibility and establishing individualized budgets for program members. These personalized budgets are essential tools that help each member’s planning team make informed, strategic decisions regarding community-based supports and services.

As a Service Support Facilitator, you will ensure accuracy and consistency throughout the redetermination process, providing clear guidance to members and interdisciplinary teams with professionalism, empathy, and meticulous attention to detail. Your role is essential in delivering high‑quality assessments, supporting accurate eligibility determinations, and ensuring every member receives consistent and ongoing support.

• Schedule, conduct and appropriately document member assessments within prescribed timelines.
• Coordinate and support the delivery of services in alignment with organizational policies, procedures, and program standards.
• Participate in inter‑rater activities to ensure consistency in the administration of the assessment instruments and adherence to assessment protocols.
• Complete satisfaction surveys with an emphasis on achieving meaningful, positive feedback and identifying opportunities for enhancement.
• Attend monthly I/DD Waiver staff meetings, quarterly all‑staff meetings, and all required trainings to remain current on program updates and organizational expectations.
• Support in overseeing department procedures and contribute to quality assurance and performance improvement initiatives.
• Facilitate educational sessions for families or provider agencies, delivering clear guidance on assessment processes, program policies and budgetary matters.
• Monitor key performance indicators and recommend adjustments to improve accuracy, quality, and service delivery outcomes.
• Adhere to all corporate policies, including compliance with HIPAA Privacy and Security requirements, ensuring the protection of confidential information.

• Bachelor’s degree required and a minimum of two years of experience working with the I/DD Waiver population and a demonstrated understanding of applicable program policies, procedures, and community service resources.
• Proficient understanding of person‑centered planning principles and the ability to apply them effectively in service delivery.
• Strong verbal, written, and electronic communication skills, with the ability to engage effectively and empathetically with individuals, families, and interdisciplinary teams.

• Ability to maintain strict confidentiality in full compliance with HIPAA Privacy and Security requirements while adhering to established workflows, regulatory standards and industry best practices.
• Experience supporting Medicaid or public sector programs is preferred.
• Attention to details, strong organizational skills, and the ability to prioritize tasks and meet deadlines in a fast‑paced environment.
• Flexibility and willingness to travel as required to support operational and field‑based responsibilities.
• Proficient in navigating multiple computer applications and system interfaces with proficiency in Microsoft…