Operations Support Analyst, Associate

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 is looking for an Operations Support Analyst, Associate to join our growing team.

Job Summary:

The Associate Operations Support Analyst aids the Operations Support team in achieving service quality and service-level agreement (SLA) compliance metrics. This position supplies tier one level support to all programs in the operations phase. The Associate Operations Support Analyst is under direct supervision of the Operations Support Manager.

Job Responsibilities:

• Aid in processing, triaging and escalating tickets to support teams and management according to the escalation matrix and guidelines.
• Support checking alarms, opening tickets, tracking issues, and running reports.
• Aid in responding to all events and alerts in any of the monitoring systems.
• Follow written procedures to report on issues, record them, and escalate them.
• Assist in performing scheduled maintenance.
• Aid in finding root causes and involving proper internal and external resources to resolve the problem.
• Supply operational support to projects and programs.
• Provide on-call support as needed.
• Other duties as assigned.

Requirements

Required Qualifications/Experience:

• Bachelor’s degree or equivalent.
• 1+ years of relevant work experience.
• Must have Operations, Help Desk, Service Desk or Technical Support to be considered.

Preferred Qualifications/Experience:

• Proficient knowledge Microsoft Office suite.
• Familiarity with Jira Service Desk ticketing system.
• Familiarity with ITIL (Information Technology Infrastructure Library) foundational concepts.
• Substantial knowledge of Medicare, Medicaid, or healthcare verticals.
• Understand the software development life cycle (SDLC) and operations release process.
• Understand the company’s CMMI standards and operations processes.
• Ability to adapt to task organizational, and project changes.
• Flexibility in working under demands and needs of the project.
• Demonstrate initiative, enthusiasm, creativity, and resourcefulness in handling assignments.
• Ability to concentrate for extended periods of time with minimum oversight.
• Effective analytical and critical thinking skills.
• Efficient attention to detail.
• Excellent written and verbal communication skills.
• Cross departmental collaboration.
• Capability to manage multiple projects with varying priorities.
• Ability to use reasoning to troubleshoot, solve, and escalate technical problems.
• Possess unwavering commitment to customer service and operational excellence.

Benefits

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.  

Compensation 

The pay range for this position is $23.00/hr - $30.00/hr.

“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.” 

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!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers

EOE 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, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable Federal, State, or Local law.