Sentara Health

Compensation

Full Description

Department and Name: SMG Central Scheduling- Consolidated Hospital Support Physical Location: Norfolk, VA Location Type: Remote Employment Status: Regular-Full time Shift: Rotating Posted Date: October 1, 2025 Job Overview Overview Job Title: Business Operations Analyst – Evening, Weekend & Holiday Coverage (24×7 Support) Reports To: Director, Call Center Operations Location: Remote Position Type: Full-Time (Non-Standard Hours) Overview: Workforce experience STRONGLY preferred! 24×7 on call availability may be required. We are seeking a dedicated and flexible Business Operations Analyst to provide critical off-hours support for a high priority 24×7 account. This role complements our existing daytime coverage and ensures seamless customer service during evenings, nights, and weekends. Key Responsibilities: • Provide responsive and professional customer support during non-business hours (evenings, nights, weekends, holidays). • Monitor and respond to incoming inquiries via phone, email, and chat. • Escalate urgent issues according to established protocols. • Document interactions and resolutions accurately. • Collaborate with daytime staff to ensure continuity of service and knowledge transfer. • Participate in on-call rotations as needed to maintain 24×7 coverage. • Identify and report recurring issues or trends to improve service delivery. Schedule: • Shifts covering evenings, nights, weekends, and holidays. • Active Shift(s): • Weekday Evenings: Monday, Wednesday and Friday, 4 PM – 12:30 AM • Schedules may rotate based on holiday schedule which will be included • Weekend Days: Saturday & Sunday, 9 AM – 5:30PM OR • Weekday Evenings: Monday, Thursday and Friday, 4 PM – 12:30 AM • Schedules may rotate based on holiday schedule which will be included • Weekend Days: Saturday & Sunday, 9 AM – 5:30PM • On-call availability may be required for critical incidents. Qualifications: • 2+ years of experience in workforce management or call center operations preferred, • Comfortable working independently during off-hours. • Strong communication and problem-solving skills. • Ability to manage multiple tasks and prioritize effectively. • Familiarity with NICE WFM (NICE IEX), Epic, CMS, ISSup, QGenda & Webstation. • Experience supporting high-touch or enterprise-level accounts is a plus. Preferred Traits: • Self-starter with a proactive mindset. • Calm under pressure and able to handle escalations professionally. • Tech-savvy and adaptable to new tools and systems. Why Join Us? • Be part of a lean, high-impact team supporting a critical account. • Flexible scheduling and autonomy. • Opportunity to shape and improve off-hours support processes. Education • HS Diploma required Certification/Licensure • None Required Experience Three years' of related experience is required in one of the following areas: Operations, IT or Reporting. About Us