Operations Analyst

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

As a Business Monitoring Operations Analyst, you will play a crucial role in overseeing and evaluating programs managed by the product team. Your responsibilities will include gathering detailed information about program objectives, designs, data flows, and process flows, as well as key performance indicators (KPIs)/(OPIs) Operating Performance Indicators used to monitor the overall health of the system(s). You will work closely with various functional areas to support implementations, achieve operational and performance goals, and ensure the system's functionality and performance are maintained.

You will lead or assist with data analysis, review KPI dashboards, monitor business data flows, and collaborate cross-functionally to identify and communicate issues. Your ability to deliver accurate observations based on data and build strong relationships across multiple business units will be essential.

Strong communication skills are vital for success in this role, enabling you to interact effectively with management, team members, the business product team, and IT developers. You will document and execute monitoring plans daily, providing program status updates through various mediums (email, PowerPoint, Excel, Word documents, and Visio). This includes working with the escalations team for root cause analyses, communicating issues to the business, working with the internal partners, and assisting with quality reviews to ensure fixes are complete and accurate.

Your contributions will help ensure we are working towards better health outcomes for our clients. Additionally, you will be responsible for adhering to all applicable internal controls to comply with federal regulations and company policies. Primary Job Duties & Responsibilities: Responsibilities

% Time

Monitoring & Analysis

Conduct ongoing monitoring and analysis of product performance and quality metrics.

Maintain and update the Monitoring Workbook, aligned with the defined monitoring plan.

Provide objective observations and insights based on data trends and anomalies.

Identify potential issues early and escalate as needed for resolution.

45%

Cross-Functional Communication

• Demonstrated ability to interpret complex data, identify trends, and extract actionable insights.
• Excellent written and verbal communication skills, with the ability to convey technical concepts clearly.
• Proven effectiveness in collaborating across all organizational levels and cross-functional teams.
• Skilled in planning, organizing, and facilitating productive meetings.
• Accurate and thorough in record-keeping and note-taking.
• Proficiency in creating and documenting Standard Operating Procedures (SOPs) and effectively communicating them
• Proficient in understanding and navigating dataflow, workflow, and relationship diagrams.
• Capable of managing multiple programs simultaneously while prioritizing tasks efficiently.
• Adept at delivering clear, concise, and impactful program updates and insights.
• Highly detail-oriented, particularly in data collection and validation to ensure accuracy.
• 1-3 years of hands-on experience with SQL for data querying and analysis.

• SQL experience with a database like GCP, Teradata, Oracle
• Tableau experience preferred
• 1-3 years experience in a healthcare or pharmacy setting.
• Understanding of health insurance and PBM operations.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.