Senior Analyst, Operations Support

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.

Job Summary

This position will support a variety of Hiring, Onboarding, Access/system issues of Current employees, Chargeback Oversite and Reporting, and Workday related functions across Clinical and Government Services Organizations. They will ensure all new colleagues are fully onboarded and can perform job functions as assigned. Duties include maintain staffing fluctuation of 3000 employee profiles and an additional seasonal staff of 1200-1400, ordering equipment and software, troubleshooting access issues, and partnering with internal partners such as Human Resources, Talent Acquisition, and Information Technology.  The Senior Analyst will support all functions of onboarding to ensure seamless experience for new hires. This includes but not limited to communicate trouble ticket reporting/information, engage vendors and or internal business partners for problem resolutions, communicate with leadership, and escalate as needed. The Senior Analyst will work with others on our internal team and operational leadership to ensure that our tools are meeting the overall business objectives. They will provide the Operations team with an accurate and strategic plan to execute.  The Senior Analyst must be able to research and solve complex problems, perform root cause analysis, provide feedback and solutions for meeting plans and budgets and any necessary training associated with these tools. The position promotes a positive work environment, performs as a team member, and initiates suggestions. They are also expected to continually improve process and protocols related to hiring, onboarding management, and continue to identify savings with Chargebacks for the Clinical and Government Services Organization.  The Senior Analyst may provide informal guidance and support to Operations as a resource for colleagues.

Additional responsibilities to include but not limited to the following:

• Onboarding/Offboarding Oversight (Colleague Database Maintenance, Equipment Ordering, Equipment Returns, Chargeback Process, Reporting)
• Work with all levels of Operational Leadership, Resource Planning team(s), and other business partners to understand Staffing future changes and opportunities which may impact reports, tools, and outcomes. Identify in a timely manner potential risks along with action items to eliminate or resolve these with the least amount of impact to the business.
• Lead and own individual and/or team projects, diagnose and resolve complex business challenges, many will require collaboration with operations and/or other Shared Service teams
• Assist and Lead team for Access Issue Resolution (Ticket Management, Access Troubleshooting, Escalating Access Issues, Coordinating with IAM and IT) Documenting and providing guidance to the team on overall resolution.
• Participate and present on ad hoc, daily, weekly, quarterly meetings with business partners and team with onboarding and hiring related items
• Backup to team for maintaining Employee Profile Information via tracking database and Verint, Training Class Coordination (Equipment Setup, Equipment Troubleshooting, Colleague Start Date Access troubleshooting)

Required Qualifications

• 3 to 5 years experience in Customer Service, clinical operations, on-boarding, and/or prior Pharmacy Benefits Management experience (PBM)
• Proficient in Microsoft Office tools (Word, PowerPoint and Excel)
• Must have proven experience at an intermediate level with Microsoft Excel including Formulas V look-ups
• Proficient in data collection and data entry
• Assist and lead projects and work instruction creation/updates.
• Ability to lead individual and/or team projects, diagnose and resolve complex business challenges that may require collaboration with operations or other Shared Service teams.

Preferred Qualifications

• Prior experience and proficiency using Quickbase
• Motivation, presentation skills, and flexibility
• Ability to meet strict deadlines.
• Participate in projects and work in groups to promote/develop/maintain professional relationships with all site personnel.
• Organize, prioritize, and manage multiple tasks on a regular basis with high level of detail.
• Ability to identify, analyze and solve complex issues involving a variety of factors in narrow turn-around time and provide solid factual information is a key part of this role.
• Provide and maintain effective written correspondence through email, office communicator, as well as verbal communication for onboarding and issue resolutions.
• Self-Motivated with a strong attention to detail with the ability to work independently.
• Self-directed with proven ability to manage and prioritize multiple projects simultaneously and meet deadlines.
• Ability to work in a high production, time sensitive environment.
• Demonstrates resourcefulness in problem-solving.
• Able to work independently with little supervision.

Education

High School diploma or equivalent 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.