Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

We are looking for someone passionate about the member experience and informing and partnering with our Operational partners both internally and with our vendor partners.

The Senior Analyst with CVS Health will manage process and data for the Member Experience teams. The focus will be supporting Customer Care Vendors and Internal Operations, in a high paced call/queue center model. Interfacing with multiple departments and business owners to provide the desired CVS Health business results and drive key initiatives. In this position, the Senior Analyst will use his/her proven leadership skills to leverage a diverse team to make resources available and supporting call center operations central to CVS Health.

The Senior Analyst is accountable to lead, guide and direct the relating to the Operational goals for NPS/OSAT. The Senior Analyst is responsible for managing the relationship coordinating tasks and projects that will drive overall performance. The Senior Analyst will have direct accountability for research, documentation, assist in audits, process documents, service level performance, call quality, compliance, and customer satisfaction (OSAT), that aligns with the CVS Health model of customer and pharmacy satisfaction programs. The Senior Analyst must deliver on stakeholder and business performance. The Senior Analyst is responsible for the enterprise project and others as assigned.

The candidate must possess a business operational acumen in order to communicate effectively with both internal and external operational teams related to IT and Technology, Pharmacy Benefit Management Operations. Additional areas of responsibility may include Training, Call Center Operations as it pertains to member experience, and Leadership skills. The Ideal candidate must be able to lead cross-functional teams responsible for providing operational support to the CVS Health PBM business. Evolve & improve processes including but not limited to reviewing or recommending innovative solutions that will impact our clients and members, strategic planning, analysis of data, and overall operational performance of key deliverables.

Senior Analysts are responsible for meeting the business needs through the delivery of organized documentation and client decks. Client service levels and ensuring monthly metrics are met for all supported lines of business. Understanding who the clients are to ensure consistency throughout the organization, engagement with Account Managers to ensure alignment and successful client relations. They will participate in projects, organize and be fully accountable for audits. Assist with projects such as Technology mapping, new client onboarding.

The Member Experience Senior Analyst will manage operational areas Including but not limited to the following:

• Flexibility to work weekends, nights, and holidays

• Work independently, travel up to 10% of the time, and manage deadlines

• The Business Strategy Planning for each assigned line of business

• Work with leadership to identify operational risk areas, & provide solutions to correct gaps

• Interface with all levels of Enterprise Leadership to ensure that they are accountable for reported Commercial & Med D issues before and while researching root cause revealing any areas the organization is at risk

• Provide operational support when needed, i.e. ANOC, AEP, Welcome Season, Call reviews

• Assist with IT functions as it pertains to Member experience systems (Medallia, Verint, the Source Work instructions, etc.) that support the vendor population

• Ability to facilitate and motivate OSAT/CSAT operational objectives

Physical Requirements: [ex. sit, stand, stoop, bend and walk]

• 100% Computer work

• Phone work required as needed based on business needs

• Use of headset, speakers reviewing calls daily and attending Teams meetings

Required Qualifications

• 3 years of customer service/ call center experience with a focus in pharmacy benefits management or medical insurance

• Advanced knowledge of data analysis using Microsoft Excel including formulas, pivot tables, and V-Look-ups

• Experience using Microsoft Office Suite (Outlook, PowerPoint, and Teams)

• Good understanding of People Safe/COMPASS and how to research records within this system

• Use of Verint to locate, play, and receive feedback on calls.

Preferred Qualifications

• Deep understating of Call center Operations

• Understanding of Resource Planning Operations

• Operational Health Care industry knowledge

• Vendor/outsourcing knowledge

• Knowledge of 5 why’s methodology of root cause analysis

• Must be able to work independently with all levels and in every area of the Organization

• Excellent communication skills, written and verbal

• Advanced use of CVS system tools

• Preferred college graduate with business education or management

Education

​Associates Degree in Business Management, Statistics, or Health Care Management or Equivalent experience.

Pay Range

The typical pay range for this role is:

$43,700.00 - $102,000.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/08/2024

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.