Senior Analyst - Specialty Operations Process Improvement

CVS Health • Work At Home-Pennsylvania, MA

2d • $46,988 - $102,000

About The Position

The Specialty Process Improvement Sr. Analyst supports and executes process and performance improvement projects within Specialty Pharmacy. The role conducts business process reviews of front-end and back-end pharmacy operations to identify opportunities to improve efficiency, quality, customer experience, and financial performance. It also supports initiatives to improve colleague performance on key measures, including call quality and net promoter score.

Requirements

• 3–5 years of experience supporting operational improvement efforts, process improvement initiatives, project management, or related work.
• Experience with and understanding of Lean Six Sigma process improvement tools and methodologies, such as DMAIC, Kaizen, process mapping, and data analysis.
• Ability to process and synthesize quantitative and qualitative data to identify insights and actionable solutions.
• Data analysis skills, including the ability to analyze structured and unstructured datasets using Excel and other analytical tools.
• Ability to support and facilitate working sessions, process reviews, and cross-functional discussions.
• Strong presentation and communication skills, including aptitude for fact gathering, writing, and analysis.
• Ability to manage multiple priorities, meet deadlines, and deliver quality work.
• Ability to effectively interact with stakeholders across different levels of the organization.
• Ability to collaborate in a cross-functional team environment to solve challenging issues and identify opportunities for improvement.
• Flexibility to adjust to changing business requirements, strategies, and priorities.
• Bachelor’s degree in a relevant field such as business, engineering, economics, computer science, or operations research, or equivalent related experience.

Nice To Haves

• 5+ years of related experience.
• Lean Six Sigma Green Belt or equivalent process improvement training or experience.
• Experience in performance measurement and process improvement in call center, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics.
• Experience in the mail and/or specialty pharmacy space, particularly front-end and/or back-end operations.
• Experience with analytical tools such as Minitab, SQL, Python, and/or R.

Responsibilities

• Support and execute process and performance improvement projects within Specialty Pharmacy.
• Conduct business process reviews of front-end and back-end pharmacy operations.
• Identify opportunities to improve operational efficiency, quality, customer experience, and financial performance.
• Support initiatives to improve colleague performance on metrics such as call quality and net promoter score.
• Support and facilitate working sessions, process reviews, and cross-functional discussions.
• Analyze quantitative and qualitative data to develop insights and actionable solutions.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility
• Eligible for a CVS Health bonus, commission, or short-term incentive program in addition to base pay

What This Job Offers

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