Lead, Client Operations Analyst, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
Sales

Contract Type:
Employment contract

Salary:

46988.00 - 102000.00 USD / Year

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Job Description:

The Client Operations Lead maintains and improves our clients’ satisfaction and member experience while leading a team of analysts handling day-to-day tasks and direct client support. Responsibilities include having critical conversations with clients, prioritizing issues for business success, leading new client and program implementations, developing and managing analysts, and maintaining strong client relationships. The role requires excellent organizational, communication, and problem-solving skills, with experience in fast-paced environments.

Job Responsibility:

Have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet
Partner with senior account management leaders and regional leadership to maintain client priorities
Break ties for prioritization when there are multiple demands for work to maintain client satisfaction
Prioritize client issues to maximize business success balanced with client and member satisfaction
Lead new client and program implementations
Design, lead and monitor training for new analysts
Drive program and process improvement and ensure knowledge transfer to the team
Leads a team of Analysts and successfully coaches, manages performance and develops the team
Oversight of team’s deliverables
Build and maintain strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication and coordination
Complete Analyst tasks for assigned clients or for coverage of Analysts on their team
Complete client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives
Ad-hoc reporting
Quality assurance for reports and deliverables
Report manipulation based on client requirements
Ticket submission and tracking for client requests directly related to the success of the program
Print and digital mail material management and prepping for distribution

Requirements:

Bachelor’s degree preferred but not required
3+ years of relevant work experience
Client facing experience
Proven track record of reviewing and organizing data in Excel
Experience using Google Suite (Gmail, Sheets, Slides)
Ability to clearly articulate via verbal and written communication
Self-starter and able to work independently in a fast-paced environment
Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed

What we offer:

Affordable medical plan options
401(k) plan including matching company contributions
Employee stock purchase plan
No-cost programs including wellness screenings, tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
March 20, 2025

Expiration:
June 27, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Lead, Client Operations Analyst

CVS Health

Location:United States, Work At Home

Category:Sales

Contract Type:Employment contract