Analyst,Diagnostic and Preventative Service Support

CVS Health • Farmers Branch, TX

1d • $21 - $41 • Onsite

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. The Diagnostic and Preventive Services (DPS) Provider Support team is responsible for enabling the successful execution of diagnostic tests completed as part of Signify’s In Home Health Evaluation business. The Support Analyst function consumes, classifies, determines prioritization, and resolves a myriad set of issues ranging from real-time technical, training, and supply procurement issues. The Support Analyst will own ensuring test delivery equals compliant completion, with specific emphasis on determining and coaching the levers that qualify passing coding for each specific product within our DPS suite of offerings, many of which are in various stages of evolution and launch. A DPS Support Analyst will discern and select for leverage, a variety of reporting and tools to troubleshoot and resolve product support issues. They will isolate focus trends to inform and drive collaboration with Product Managers, Technical counterparts, Client Success and Clinical Leadership to deliver more efficient execution of activities in order to improve the provider, client and health plan member experience, while driving forward the evolving vision for Signify Health’s DPS offerings. This role will meet our providers virtually in the field in their times of need, and be responsible for ensuring they can focus on providing optimal care for the health plan members they serve. This role will report directly to the Senior Manager, DPS Support. You will be cross-trained across all of our Labs and Products that clinicians perform in the field and will be responsible for quickly solving issues they might experience in the field. This includes DEE, Spirometry, cECG, HbA1c, FIT, and KED

Requirements

• Positive attitude and a willingness to go above and beyond to provide an exceptional customer experience
• Relevant experience in customer service
• Proficiency with MS Office and Google Workspace
• Experience with cross-functional collaboration
• A strong desire for learning and professional growth
• Excellent verbal and written communication skills
• Ability to recognize, evaluate and solve complex problems, including internal and external escalations
• Understanding of key metrics and best practices for reporting and metric development
• Proven ability to prioritize with a team and advocate for priorities with other teams
• Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence
• Bachelor's degree in a related field or equivalent experience
• 2+ years in a support role in a corporate communication environment of a similar size/complexity (preferred)

Responsibilities

• Intake provider outreach, a suite of reporting and analytics, and other methods of work delivery to make critical decisions around prioritization of issues, needs, and opportunities; with the ability to decipher timing against urgency
• Contribute to the establishment and maintenance of comprehensive issue resolutions, solution design,and root cause analysis processes
• Confidently own a “book of business” and KPIs of each stage of resolution you own; execute against cross-departmental dependent activities and independently mitigate gaps
• Deliver an optimal provider and member experience through empathetic engagement, driven by urgency to resolve issues as quickly and thoroughly as possible
• Identify, test and resolve provider-facing product issues
• Discern and clearly document work through cases/tickets in a system of record
• Accurately complete investigation steps taken, with success measured in the accountability to their resulting outcomes, next steps and resolutions including comprehensive details of all communications
• Maintain and contribute to a comprehensive library of knowledge based documentation within a controlled document management system
• Confidently hold the position of product subject matter expert, working both up-cohort, and down with internal and external stakeholders to both address issues and recommend/implement enhancements
• The ability to decipher the correct pathways to escalate unresolved issues using thorough documentation, maintaining ownership of issue through to resolution
• Demonstrate accountability for ensuring all required response time SLAs and resolution time SLAs are met; inform and make recommendations on these SLAs as the business evolves or trends shift
• Establish and deliver provider performance reporting;conduct appropriate follow up on all coaching opportunities and technical issues
• Make critical decisions on how to improve diagnostic test completion rates, independently conduct root cause analysis on refusals;implement strategies to address issues as they’re identified, and present recommendations on how to systematize proven solutions across the DPS department.
• Create and maintain provider pay for time spent training on DPS systems, serve as the subject matter expert for automated provider pay.
• Deliver ongoing training to providers on equipment and applicable systems.
• Develop exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success
• Own, monitor and take the necessary steps to improve operating metrics trends and results
• Ability to work irregular hours as needed and be an on-call escalation point for provider issues, including on holidays and weekends
• Located in DFW metro and able to be in office

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level