Business Compliance - Senior Coordinator

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.

Position Summary

The Senior Coordinator, Business Compliance is responsible for supporting and monitoring business operations to ensure compliance with organizational policies, regulatory requirements, quality standards, and operational procedures. This role serves as a key liaison between operational teams, leadership, and compliance partners to identify risks, promote process adherence, and support continuous improvement initiatives.

The Senior Coordinator conducts audits, reviews operational data and documentation, investigates compliance concerns, and provides recommendations to improve accuracy, efficiency, and regulatory adherence. The role also assists with the development and maintenance of standard operating procedures (SOPs), reporting, training, and corrective action plans to support business objectives and mitigate compliance risks.

Additionally, the Senior Coordinator analyzes trends and performance metrics, prepares reports for leadership, and helps ensure operational processes align with internal controls and external regulatory requirements. This position requires strong analytical skills, attention to detail, effective communication, and the ability to manage multiple priorities while maintaining a high level of accuracy and confidentiality.

A key responsibility of this role is the management of work through an assigned ticketing system. The Senior Coordinator is expected to monitor, prioritize, document, and resolve assigned tickets within established service level agreements (SLAs) and turnaround time (TAT) requirements. Accurate and timely ticket updates are required to maintain compliance, support operational transparency, and ensure efficient workflow management.

The Senior Coordinator will also be expected to participate in and lead special projects that support departmental goals, compliance initiatives, process improvements, system implementations, reporting enhancements, and other strategic business needs. This includes collaborating with cross-functional partners, meeting project deadlines, and providing regular status updates to leadership.

Required Qualifications

• 1 year of experience and required computer skills: Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook.
• 1 year experience communicating with internal/external associates, teams and business leaders.
• Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
• Minimum of 2 years experience within a call monitoring environment.
• Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
• Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Five9 Verint and/or comparable ticket systems.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience in compliance, operations, auditing, quality assurance, healthcare, pharmacy operations, or a related field.
• Experience working within ticketing or workflow management systems.
• Experience leading or participating in cross-functional projects and process improvement initiatives.
• Strong analytical, reporting, and problem-solving skills.
• Advanced proficiency with Microsoft Excel, reporting tools, and data analysis.
• Experience creating and maintaining SOPs and process documentation.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.
• Knowledge of healthcare, pharmacy, regulatory, or operational compliance standards preferred.

Education

• Required: High School Diploma or General Equivalent Development (GED)

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.