Senior Client Operations Analyst

Job Description:

• Support relationships with health plan partners through prompt and accurate follow-up
• Respond to ad-hoc reporting and deliverables for internal and external stakeholders
• Pull data and conduct thorough analysis
• Maintain client marketing materials, recurring metrics, and support information
• Capture accurate notes and follow-up items for client calls
• Ensure deliverables are posted on time according to client requirements
• Support complex, high-volume, national clients
• Develop and implement strategic programs and projects aligned with healthcare business objectives
• Define program goals, scope, and success metrics with leadership
• Lead cross-functional project teams throughout the project lifecycle
• Partner with internal teams on client program objectives
• Meet regularly with stakeholders and clients regarding requirements and deadlines
• Organize and present KPIs
• Execute client SLAs for reports, deliverables, and member feedback
• Assist with reconciliation efforts to meet or exceed SOW requirements
• Document client meetings, including data entry, minutes, and action items
• Oversee client marketing materials and direct mail campaigns
• Monitor success and complete ad-hoc reporting projects
• Perform quality assurance and report manipulation based on client requirements
• Communicate updates and escalations
• Submit and track tickets for client requests
• Track, document, and formulate responses for member grievances
• Provide account coverage for the Client Success Executive or Manager

Requirements:

• Bachelor’s degree or equivalent combination of relevant training and experience
• 2+ years of relevant work experience
• Intermediate to advanced data skills in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)
• Ability to clearly articulate via verbal and written communication
• Client-facing experience preferred but not required
• Proven ability to work independently in a remote, fast-paced environment
• Experience balancing multiple work commitments and prioritizing tasks appropriately
• Ability to seek clarification when encountering unfamiliar situations
• Ability to collaborate effectively with cross-functional teams
• Qualified applicants with arrest or conviction records will be considered in accordance with all federal, state and local laws

Benefits:

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting physical, emotional, and financial well-being
• CVS Health bonus, commission or short-term incentive program in addition to base pay