Senior Analyst, Process

Job not on LinkedIn

🔥 1 hour ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $47k - $112.2k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• 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

🎯 Requirements

• 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 initiatives • Strong communication and stakeholder engagement skills • Analytical and strategic thinker who is intellectually curious • Strong written and verbal communication skills • Self-starter, able to drive initiatives with multiple stakeholders from beginning to end • Demonstrated attention to detail and experience leveraging problem solving • Quick learner comfortable with a high level of ambiguity • Strong accountability and discipline against timelines and deliverables • Interest, experience, and/or passion for healthcare and value-based care • US work authorization • Someone who embodies being “Oaky”

🏖️ Benefits

• Health insurance • Dental benefits • Vision coverage • Paid time off • Retirement savings options • Wellness programs • 401K match with immediate vesting