Note: The job is a remote job and is open to candidates in USA. CVS Health is a rapidly growing company focused on improving healthcare experiences. The Senior Analyst, Process will drive impactful change by managing reporting and analytics efforts, enhancing dashboards, and collaborating with cross-functional teams to support strategic initiatives.
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
Skills
- 3 to 5+ years of experience in data analysis, reporting, or business intelligence roles
- Demonstrated proficiency with reporting tools
- 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'
- Preferred experience leveraging generative AI tools to accelerate data analysis, automate documentation, or streamline process mapping
Benefits
- Competitive benefits including paid vacation and sick time
- Generous 401K match with immediate vesting
- Health benefits
- Comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources, based on eligibility
Company Overview