Account Manager, Analyst
Position Summary
The Analyst, Account Manager at CVS Health, you will play a critical role in supporting client satisfaction, retention, and engagement by serving as a trusted dedicated onsite Member Engagement Team representative to our public sector client. This field-based role centers on delivering responsive, high-touch support to plan sponsors and members, resolving issues, and building lasting relationships throughout the life of the account.
You will act as a key liaison between CVS Health and our clients, offering in-person support across multiple worksites, handling complex benefit and claims inquiries, and providing education during open enrollment and health-related events. This role is ideal for someone with excellent communication skills, knowledge of healthcare benefits, and a passion for serving their community.
Primary Job Duties & Responsibilities
Research and Resolve: Handle member inquiries and escalations related to benefits, claims, eligibility, and policy interpretation by identifying root causes, coordinating with internal departments, and delivering timely, accurate solutions.
Client Relationship Management: Serve as the dedicated onsite Member Engagement Team liaison for designated public sector accounts, developing strong working relationships with plan sponsors, benefits teams, and key stakeholders.
Dedicated Onsite Engagement: Provide real-time support to plan sponsors and members at various client worksites, ensuring a consistent and high-quality customer experience through visibility and responsiveness.
Event Management & Representation: Plan and lead open enrollment meetings, employee health fairs, wellness events, and other onsite or virtual engagements to educate and inform members about available benefits and services.
Reporting & Analytics: Review and interpret data related to claims, utilization, and service issues. Communicate insights and trends to clients in a way that supports transparency, understanding, and decision-making.
Benefits Expertise: Maintain in-depth knowledge of client-specific benefits, eligibility guidelines, pharmacy services, and CVS Health systems to serve as a subject matter expert and trusted advisor.
Issue Escalation & Follow-up: Collaborate cross-functionally with internal teams (Eligibility, Claims, Clinical) to track and resolve complex or repeated issues and ensure timely follow-through.
Compliance & Documentation: Ensure all interactions and activities align with HIPAA, company policies, and contractual obligations. Maintain clear, accurate records of member and client interactions.
Travel & Territory Management: Regularly travel to client sites. Manage scheduling, site coverage, and communication independently, while prioritizing key stakeholder needs.
Required Qualifications
Active Florida Health Insurance License 2-15 Life & Health or 2-40 Health Only (or ability to obtain within 120 days of hire).
Comfortable with regular travel to client sites.
Strong oral and written communication skills with a customer-first mindset.
Excellent organizational and time management skills; ability to manage multiple priorities simultaneously.
Proficiency with Microsoft Office Suite (Word, Outlook, Excel).
Must be able to work independently and exercise sound judgment in problem-solving.
Preferred Qualifications
1–2 years of experience in health insurance, healthcare services, or client/account management.
Familiarity with managed care processes, healthcare sales, or pharmacy benefits.
Demonstrated experience with client-facing roles, including public sector or union accounts.
Strong presentation skills and the ability to tailor messages to diverse audiences.
Exceptional interpersonal and relationship-building skills, both internally and externally.
Education
High School diploma or GED required.
Associate’s degree preferred.
Additional healthcare, insurance, or customer service training a plus.