Sr. Analyst, Process

CVS Health•Work At Home-Illinois, IL

1d•$46,988 - $112,200•Onsite

About The Position

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be. For more information, visit www.oakstreethealth.com. As Oak Street Health works towards providing an unmatched patient experience we are embarking on a major initiative to build a world-class Service Operations team. This role will be responsible for the project management and change management of reporting and analytics efforts, enhancing Power BI dashboards, managing cross-functional data projects, and driving operational insights. This role will also support change management initiatives, pilot innovation efforts, and ensure clear communication of data-driven recommendations to stakeholders across the organization. With frequent exposure to senior leadership and a focus on high-impact work, this position offers a unique opportunity to contribute directly to Oak Street’s strategic goals. The Senior Analyst will report to the Senior Manager of Continuous Improvement.

Requirements

3 to 5+ years of experience in data analysis, reporting, or business intelligence roles
Demonstrated proficiency with reporting tools
Experience working with cross-functional teams and senior leadership
Solid background in project management, ideally with experience leading analytical or systems-related initiatives
Strong communication and stakeholder engagement skills
Analytical and strategic thinker who is intellectually curious
Strong written and verbal communication skills
Self-starter, able to drive initiatives with multiple stakeholders from beginning to end
Demonstrated attention to detail and experience leveraging problem solving
Quick learner comfortable with a high level of ambiguity
Strong accountability and discipline against timelines and deliverables
Interest, experience, and/or passion for healthcare and value-based care
US work authorization
Someone who embodies being “Oaky”

Nice To Haves

Preferred experience leveraging generative AI tools to accelerate data analysis, automate documentation, or streamline process mapping

Responsibilities

Act as the Subject Matter Expert (SME) for Service Operation’s Call Analytics platform, overseeing its implementation, configuration, and ongoing management to ensure maximum ROI in partnership with Sr. Manager
Analyze call transcripts, sentiment data, and trend reports, and established KPI’s to identify specific process gaps, compliance risks, and operational inefficiencies
Lead and coordinate more complex, cross-functional analysis and project work, using structured project management approaches to identify root causes and resolutions
Develop and maintain reports for leadership; respond to ad hoc data requests to support operational and executive decision-making
Maintain the analytics knowledgebase; provide continuous recommendations for updating process steps and workflow documentation to ensure all call analytics insights are referencing the most accurate and up to date material
Assist Sr. Manager to translate complex call data into actionable process improvement roadmaps; present findings to team leads and stakeholders to drive behavioral or systemic changes
Investigate and resolve data discrepancies between the call analytics software and other reporting tools to ensure a "single source of truth”
Support executive decision-making by performing deep-dive analyses on specific call types, campaigns, or member interactions
Manage platform access, license rosters, and vendor relationship to ensure all platform functions are working as intended and data is reliable
Other duties, as assigned