Account Management Analyst - West Region

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.

In the Senior Analyst, Account Management role you will be responsible for managing complex client relationships, ensuring customer satisfaction, and driving customer success. This role requires excellent communication skills, a proactive approach to problem-solving, and a passion for delivering exceptional customer service.

• Client Relationship Management:
  Build and maintain strong relationships with clients, acting as the primary point of contact for all operational-related matters.
• Customer Service Excellence:
  Ensure high levels of customer satisfaction by addressing client needs, resolving issues promptly, and providing exceptional service.
• Gathering and Processing Requirements:
  Analyze complex client issues and assist in developing practical and efficient solutions. Lead client-focused problem-solving efforts, identifying root causes and solutions.
• Managing Account Performance:
  Maintain responsiveness, reliability, and accuracy in service execution.
• Assessing and Answering Customer Feedback:
  Respond to client inquiries and escalations, ensuring concerns are addressed promptly. Maintain consistent communication with internal teams to resolve issues. Be a customer advocate and use internal resources to continuously improve the customer experience.
• Managing Account Performance:
  Maintain responsiveness, reliability, and accuracy in service execution. Own and manage high-profile client accounts, ensuring smooth operations.
• Assessing and Answering Customer Feedback:
  Respond to client inquiries and escalations, ensuring concerns are addressed. Act as a strategic partner to clients, anticipating needs and mitigating issues. Develop strong client relationships to enhance retention and satisfaction. Collaborate with internal teams to drive client-focused solutions.
• Project Management:
  Maintain reporting and tracking of client issues. Lead account-specific initiatives to improve client service. Oversee process improvements at the client level, ensuring efficiency.
• Reporting:
  Provide regular updates and reports on account status, client feedback, and areas for improvement.
• Problem-Solving:
  Proactively identify and address potential issues before they escalates, ensuring a smooth and positive client experience.
• Training and Development:
  Stay updated with the latest industry trends, participating in training sessions to improve competencies, and share valuable insights with colleagues, fostering a culture of growth and collaboration.
• Mentorship:
  Provide guidance and mentoring to junior staff, helping them develop their skills and grow within the company.

• 2+ years of experience in an Account Management, Employee Benefits, or Human Resources focused role.
• 2+ years of experience with Microsoft Office Suite, especially Excel, PowerPoint, Word, Outlook, and Web applications.
• Ability to travel up to 10% of the time.

• 3-5 years of Account Management, Insurance Healthcare, Benefits, or related industry experience.
• Knowledge of Prescription Benefit Management (PBM), or self-insured health plans.
• Experience working with multiple intranet and extranet systems, CRM, or adjudication platforms.
• Licensed for Life and Health Insurance.

• Bachelor’s Degree or equivalent work experience.

40

Full time

$46,988.00 - $

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…