Sr Analyst,Client Service Mgt

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

A Sr. Client Operations Analyst supports the relationships with our health plan partners by providing prompt and accurate follow-up based on client requests, responding to ad-hoc reporting and deliverables from internal and external stakeholders, and pulling data to conduct thorough analysis. The Client Operations Analyst is responsible for maintaining client marketing materials, as well as recurring metrics and other support information necessary for effective client calls and capturing accurate notes for current and future follow-up items. They ensure that deliverables are posted on time based on requirements outlined by our clients.

Responsibilities:

• Provide support for one or more complex, high-volume, national clients.

• Develop and implement strategic programs and projects that align with the company's healthcare business objectives

• Collaborate with leadership to define program goals, scope, and success metrics

• Lead cross-functional project teams and provide direction and support throughout the project lifecycle

• Partner with internal teams in support of client program objectives

• Regular meetings with internal stakeholders and clients to ensure alignment on client requirements & deadlines

• Organize and present KPIs

• Execute on client SLAs relative to reports, deliverables, and member feedback

• Assist with reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements

• Client meeting documentation: data entry, meeting minutes, action items

• Oversight of client marketing materials and direct mail campaigns

• Monitor success and serve our clients through the completion of ad-hoc reporting projects

• Quality assurance for reports and deliverables; report manipulation based on client requirements

• Communicate updates and escalations with internal stakeholders and clients in support of client programs

• Ticket submission and tracking for client requests directly related to the success of the program

• Internal tracking, documentation, and client response formulation for member grievance

• Account coverage for the Client Success Executive or Manager

We are looking for someone with:

• Bachelor’s degree preferred but not required

• 2+ years of relevant work experience

• Client-facing experience preferred but not required

• Astute in reviewing and organizing data in Excel

• Experience using Google Suite (Gmail, Sheets, Slides)

• Ability to clearly articulate via verbal and written communication

• Meticulous self-starter  with a proven track record of working independently in a remote, fast-paced environment

• Experience balancing multiple work commitments and prioritizing tasks appropriately

• Confidence to seek clarification when encountering unfamiliar situations

Effectively collaborates with cross-functional teams

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.