Medicare Product Operations Analyst

CVS Health•Hartford, OK

1d•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. Position Summary The Special Supplemental Benefits (SSB) team has an exciting opportunity within our Operations team. This role plays a critical part in ensuring our vendor call center partners deliver a high‑quality, compliant, and member‑focused experience for our Medicare population. The person in this role will help operationalize, monitor, and continuously improve vendor call center performance by evaluating call quality, supporting first call resolution, and ensuring supplemental benefits and programs are clearly and accurately explained to our members. Through quality monitoring, documentation, and partnership with vendors, this role directly supports delivering an exceptional member experience.

Requirements

3+ years of Medicare customer service experience, with strong knowledge of Medicare call handling guidelines, policies, and procedures.
3+ years of experience researching and analyzing member issues.
Strong interpersonal skills with the ability to work independently and collaboratively in a matrixed environment.
Excellent written and verbal communication skills.
Strong time management and prioritization abilities.
Self‑starter with a positive approach to influencing behavior and driving change.
Ability to flexibly support multiple vendors and adapt to changing business needs.
Proficiency with Microsoft Office tools (Excel, Word, Outlook) and other computer‑based applications.
Highly organized, detail‑oriented, and able to apply strong research and problem‑solving skills.
Proven analytical skills with the ability to multitask while maintaining a strong focus on quality.
Demonstrated commitment to customer service, with the ability to balance member needs and business objectives.

Nice To Haves

5+ years of experience researching and analyzing member issues.
3+ years of experience in training, coaching, or behavior change initiatives.
3+ years of experience supporting Quality Improvement initiatives.
Bachelor’s degree.

Responsibilities

Monitor and evaluate vendor call center interactions by listening to calls, scoring performance, and documenting quality observations.
Ensure Medicare supplemental benefits and programs are accurately and consistently explained to members.
Provide actionable feedback, education, and coaching to vendor partners and call center staff to improve quality and consistency.
Track, document, and report quality, productivity, and performance trends against vendor Service Level Agreements (SLAs).
Support departmental goals related to process controls, benefit and program policies, procedures, and adherence to applicable CMS guidance.
Identify operational gaps and process improvement opportunities; partner with leadership to implement enhancements (e.g., knowledge articles, work instructions).
Research and resolve identified call center concerns through targeted reviews or special projects.
Take ownership and pride in delivering an exceptional, member‑centered experience.
Support additional implementation or operational initiatives as assigned.