Analyst,Account Manager

CVS Health•Washington, NV

5d•$43,888 - $85,068

About The Position

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. If you're looking to make a global difference in your next role, this opportunity is for you. Aetna International is seeking an Analyst, Account Manager who is passionate about delivering an exceptional customer experience and supporting the ongoing success of our Access U.S. customers. In this role, you will partner with Account Managers, customers, brokers, and internal business partners to provide day-to-day operational and service support throughout the customer lifecycle. You will help drive customer satisfaction and membership retention through proactive coordination, accurate execution, consultative problem-solving, and timely issue resolution. The Access U.S. business provides comprehensive health benefit solutions for U.S.-based employees of multinational organizations. Through a range of medical plans, wellness programs, digital health tools, global support services, and dedicated account management, Access U.S. helps employers offer competitive benefits while providing members with access to high-quality care and a personalized health care experience. Position Summary Supports the Account Management team in delivering a consistent, high-quality experience for Access U.S. customers, brokers, and members. Provides operational and administrative support across eligibility, enrollment, benefit documentation, customer service activities, and issue resolution. Collaborates with Account Managers and internal business partners to ensure requests are completed accurately and promptly while contributing to customer satisfaction, membership retention, and broader business objectives.

Requirements

1-2 years of relevant experience in account management, customer service, health care operations, benefits administration, or a related field.
Strong organizational skills with the ability to manage multiple requests, priorities, and deadlines.
Demonstrated attention to detail when reviewing benefit information, customer materials, and plan documentation.
Effective written and verbal communication skills.
Strong problem-solving skills and the ability to coordinate with multiple business partners.
Ability to work independently while contributing effectively within a collaborative team environment.
Proficiency with Microsoft Office applications.

Nice To Haves

Medical carrier, health insurance, employee benefits, or benefits administration experience.
Experience supporting employer groups, brokers, customers, or members.
Familiarity with eligibility, enrollment, plan documents, or Summary of Benefits and Coverage requests.
Experience using Salesforce or a comparable customer relationship management platform.
Experience working with cross-functional or geographically dispersed teams.

Responsibilities

Develop basic account plans and strategies to support customer satisfaction, retention, and business growth.
Analyze customer data, performance metrics, and service trends to identify opportunities for improvement and support account management initiatives.
Build and maintain strong working relationships with customers, brokers, and internal business partners.
Participate in customer meetings and communications to support ongoing account management activities and address customer needs.
Coordinate eligibility and enrollment activities with operational partners, including site additions, urgent enrollments, digital ID card requests, and verification of member eligibility.
Review benefit grids, plan documents, Summary of Benefits and Coverage (SBC) materials, and other customer-facing documents to ensure accuracy and completeness.
Support renewal activities through renewal grid review, rate validation, benefit comparisons, documentation review, and coordination of key deliverables.
Assist with billing, commission, and other account-related inquiries by collaborating with internal partners and helping ensure timely issue resolution.
Research customer, broker, and member issues, manages escalations, and partners with internal teams to facilitate effective and timely resolution.
Maintain accurate customer records, activities, service requests, and account updates within Salesforce.
Assist with implementation, renewal, and ongoing account management projects by tracking tasks, timelines, documentation, and outstanding action items.
Contribute to team meetings, process improvement initiatives, and collaborative projects by sharing information, identifying opportunities, and supporting overall business objectives.