[Hiring] Sr. Client Operations Analyst @CVS Health

Role 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.

The 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.

In this role you will be 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. You will also ensure that deliverables are posted on time based on requirements outlined by our clients.

Role and 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.

Qualifications

• Bachelor’s degree or equivalent combination of relevant training and experience.
• 2+ years of relevant work experience.
• Intermediate to advanced data skills in Excel.
• Experience using Google Suite (Gmail, Sheets, Slides).
• Ability to clearly articulate via verbal and written communication.

Requirements

• Client-facing experience preferred but not required.
• 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.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.