Business Operations Analyst

About The CompanySentara Health is a renowned healthcare organization committed to improving health outcomes and providing exceptional patient care. With a workforce of nearly 30,000 dedicated professionals, Sentara emphasizes diversity, inclusion, and community engagement. The organization operates with a mission to enhance health every day, fostering a supportive and innovative environment. Sentara Health offers a comprehensive range of healthcare services, leveraging advanced technology and a patient-centered approach to meet the needs of diverse populations across multiple states. As an employer, Sentara prioritizes employee well-being, professional development, and a culture of respect and inclusivity.About The RoleThe Business Operations Analyst - Evening, Weekend & Holiday Coverage is a full-time, remote position designed to provide critical off-hours support for a high-priority 24x7 account. This role ensures seamless customer service during evenings, nights, weekends, and holidays, complementing daytime operations. The analyst will monitor and respond to inquiries via phone, email, and chat, escalating urgent issues as needed, and documenting interactions accurately. The position requires active participation in on-call rotations and collaboration with daytime staff to maintain continuity of service. The ideal candidate will be proactive, tech-savvy, and capable of managing multiple tasks efficiently. This role offers an opportunity to contribute to a high-impact team, improve off-hours support processes, and gain valuable experience supporting enterprise-level accounts.QualificationsMinimum of 2+ years of experience in workforce management or call center operations (preferred)High school diploma or equivalent requiredExperience supporting high-touch or enterprise-level accounts is a plusStrong communication and problem-solving skillsAbility to work independently during off-hoursFamiliarity with NICE WFM (NICE IEX), Epic, CMS, ISSup, QGenda, and Webstation systemsExperience in operations, IT, or reporting for at least three yearsComfortable managing multiple tasks and prioritizing effectivelyWorkforce experience strongly preferred; flexibility to support rotating shiftsResponsibilitiesProvide professional and responsive customer support during non-business hours, including evenings, nights, weekends, and holidaysMonitor and respond promptly to inquiries received via phone, email, and chat channelsEscalate urgent issues following established protocols to ensure timely resolutionAccurately document all interactions, resolutions, and follow-up actions in relevant systemsCollaborate with daytime staff to ensure seamless service delivery and effective knowledge transferParticipate in on-call rotations to maintain 24x7 support coverageIdentify recurring issues and trends, and report findings to improve service qualityAssist in developing and refining off-hours support processes to enhance efficiencySupport high-touch account needs with professionalism and a proactive approachBenefitsComprehensive medical, dental, and vision insurance plansAdoption, fertility, and surrogacy reimbursement up to $10,000Paid time off and sick leave policiesPaid parental and family caregiver leaveEmergency backup care servicesLong-term and short-term disability, and critical illness plansLife insurance coverage401(k) or 403(b) retirement plans with employer matchingTuition assistance up to $5,250 annually and discounted educational opportunities through Guild EducationStudent debt pay down program offering up to $10,000Reimbursement for professional certifications and access to continuing educationPet insurance and legal resources planPotential for annual discretionary bonuses based on system performance and eligibilityEqual OpportunitySentara Health is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We celebrate the unique backgrounds and perspectives of our team members and are dedicated to providing a work environment free from discrimination and harassment. We ensure equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, age, disability, or veteran status. Our organization’s diversity and inclusion initiatives are integral to our mission to improve health every day. We support remote work opportunities across multiple states and strive to create a workplace that reflects the communities we serve.