Senior Analyst, Operations Support

CVS Health Senior Analyst

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.

This position will support a variety of hiring, onboarding, access/system issues of current employees, chargeback oversight 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 maintaining staffing fluctuation of 3000 employee profiles and an additional seasonal staff of , 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 a seamless experience for new hires. This includes but is 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
• 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:

• Prio…