[Hiring] Senior Analyst, Client Service Management @CVS Health

Role Description

In this role, you will be an integral part of the account support team, working alongside the Client Success Executive/Manager and Client Operations Owner (COO) to ensure seamless operational execution for our health plan partners. You will provide dedicated administrative and operational support across assigned accounts—managing meeting cadences, capturing key deliverables, and maintaining client communication workflows. You will provide dedicated operational and administrative support for one or two large client accounts or a portfolio of smaller health plan clients alongside Client Success and Client Operations leads.

Roles & Responsibilities

• Act as the Subject Matter Expert (SME) and operational owner for member journey processes and client collateral, guiding clients through process requirements, implementing requested updates, resolving ad-hoc inquiries, tracking open action items, and ensuring timely follow-through.
• Own the end-to-end meeting documentation process for both client-facing calls and internal team syncs, including preparing and circulating agendas and decks, capturing comprehensive meeting minutes, and tracking action items.
• Capture, document, and track open items and deliverables resulting from client meetings and ongoing email correspondence.
• Manage routine ad-hoc client inquiries, collaborating across internal departments to gather information, and delivering timely responses.
• Coordinate the intake, internal routing, and client-facing resolution of member grievances.
• Partner with internal teams (Production, Business Analysts, Data Relationship Managers) to keep operational workflows moving and maintain alignment on account priorities.
• Document and clearly communicate unique client nuances within client profiles, account records, and tracking sheets.
• Serve as backup coverage for the Client Success Manager/Executive or Client Operations Owner as needed.
• Serve as primary account contact and communication for smaller accounts or lines of business.

Qualifications

• 2 to 4 years of relevant experience in operations, client support, or administrative account coordination.
• 2 to 4 years stakeholder management.
• Direct client-facing experience with a focus on clear verbal and written communication.
• Strong proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Excel for organization and tracking.
• Familiarity with project management or collaboration tools (Asana, Jira, Confluence, PowerBI - user level not developer).
• Proven track record in meeting administration across internal and external calls (agenda preparation, detailed notetaking, and action item tracking).
• Strong organizational skills with the ability to coordinate across internal teams to resolve client requests.
• Meticulous self-starter with excellent task prioritization skills in a remote, fast-paced environment.
• Confidence to explain operational processes and seek clarification when navigating complex situations.
• Demonstrated expertise in reviewing, analyzing, and organizing data using Excel.

Preferred Qualifications

• Knowledge of Medicare, Medicaid, Commercial plan structures – how plans are paid for Member coverage.
• Strong commitment to exceeding role expectations and consistently delivering an exceptional client experience.
• Familiarity with AI agent technologies and their application in analyzing data, identifying insights, and efficiently answering complex questions.
• Proficiency in copywriting, proofreading, or editing, with strong attention to detail and clarity.
• Demonstrated experience being the primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 1+ years.

Education

• Bachelor’s degree in business, health care, operations management, or related field. An equivalent combination of experience and training may be considered instead of a formal degree.

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.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Company Description

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.