Sr. Analyst, Process

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health 

Title: Sr. Analyst, Process (Central Ops.) 

Location: Treehouse

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

As Oak Street Health works towards providing an unmatched patient experience we are embarking on a major initiative to build a world-class Service Operations team. This role will be responsible for the project management and change management of reporting and analytics efforts, enhancing Power BI dashboards, managing cross-functional data projects, and driving operational insights. 

This role will also support change management initiatives, pilot innovation efforts, and ensure clear communication of data-driven recommendations to stakeholders across the organization. With frequent exposure to senior leadership and a focus on high-impact work, this position offers a unique opportunity to contribute directly to Oak Street’s strategic goals. The Senior Analyst will report to the Senior Manager of Continuous Improvement.

Core Responsibilities:

• Act as the Subject Matter Expert (SME) for Service Operation’s Call Analytics platform, overseeing its implementation, configuration, and ongoing management to ensure maximum ROI in partnership with Sr. Manager

• Analyze call transcripts, sentiment data, and trend reports, and established KPI’s to identify specific process gaps, compliance risks, and operational inefficiencies

• Lead and coordinate more complex, cross-functional analysis and project work, using structured project management approaches to identify root causes and resolutions

• Develop and maintain reports for leadership; respond to ad hoc data requests to support operational and executive decision-making

• Maintain the analytics knowledgebase; provide continuous recommendations for updating process steps and workflow documentation to ensure all call analytics insights are referencing the most accurate and up to date material

• Assist Sr. Manager to translate complex call data into actionable process improvement roadmaps; present findings to team leads and stakeholders to drive behavioral or systemic changes

• Investigate and resolve data discrepancies between the call analytics software and other reporting tools to ensure a "single source of truth”

• Support executive decision-making by performing deep-dive analyses on specific call types, campaigns, or member interactions

• Manage platform access, license rosters, and vendor relationship to ensure all platform functions are working as intended and data is reliable

• Other duties, as assigned

What are we looking for?

• 3 to 5+ years of experience in data analysis, reporting, or business intelligence roles

• Demonstrated proficiency with reporting tools

• Preferred experience leveraging generative AI tools to accelerate data analysis, automate documentation, or streamline process mapping

• Experience working with cross-functional teams and senior leadership

• Solid background in project management, ideally with experience leading analytical or systems-related initiat