Senior Analyst, Account Management

CVS Health • Scottsdale, AZ

7d • Hybrid

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 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.

Requirements

• 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.
• Ability to work a hybrid schedule in the Scottsdale AZ office.

Nice To Haves

• 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.

Responsibilities

• 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 escalate, 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.

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: Mid Level