Job Description
Title: Customer Care Continuous Improvement – Senior Analyst
Location: AZ – Work from home, CA – Work from home, DC – Work from home, DE – Work from home, FL – Work from home, GA – Work from home, IL – Work from home, MA – Work from home, MD – Work from home, NC – Work from home, NJ – Work from home, NY – Work from home, OH – Work from home, PA – Work from home, RI – Work from home, TX – Work from home, VA – Work from home
Category: Customer Service
Job Type: Fully remote
Salary: 43700 – 97400 /year
Job Description:
Position Summary:
As the Sr Analyst, you will be part of our Prescription Benefit Management (PBM) Customer Care Continuous Improvement team. This team is focused on transforming service experience for members and improving operational efficiency. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the company.
In this role, you will be actively supporting the implementation of a new Customer Relationship Management (CRM) system that radically transforms the customer care experience. The goal of this program is to simplify, automate, and streamline the current call handling processes so that customer care agents are empowered to help consumers (ie. members) resolve complex asks and optimize use of their pharmacy benefit. You will have the opportunity to partner with product development and Customer Care business team to drive the operational readiness and change management for this multi-year transformation journey.
Primary Duties and Responsibilities:
- Build partnerships, facilitate conversations, and support the development and execution of CRM go-to market strategy
- Be a liaison between product development and business teams and educate business partners on product capabilities to drive change
- Partner with product development and business functions to coordinate on product release readiness and drive flawless deployments and user migration
- Actively engage with end users to gather and analyze feedback and organize efforts to resolve issues as appropriate
- Effectively communicate to stakeholders on product updates, program timelines and release goals.
- Synthesize and report KPIs and metrics on operational readiness and user engagement to monitor program milestones and adoption trends
- Be a change agent and drive efforts to streamline operational readiness processes and increase user adoption
Pay Range
The typical pay range for this role is:
- Minimum: 43,700
- Maximum: 97,400
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
- 3+ years of professional business experience required
- Ability to manage multiple projects under aggressive timelines with attention to details
- Demonstrated success in delivering impactful outcomes using interpersonal and project management skills
- Experience leading process improvement projects in matrix organization
- Strong working knowledge of MS Excel, PowerPoint and MS productivity and collaboration tools
COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
Preferred Qualifications
Preferred Qualifications:
- Experience in technology transformation and/or change management
- Experience in contact center operations
Education
Education:
- Bachelor s Degree or equivalent work experience