Senior Analyst, Operations Support

About the role

This position will support a variety of hiring, onboarding, access/system issues for current employees, chargeback oversight and reporting, and Workday-related functions across Clinical and Government Services Organizations. They will ensure all new colleagues are fully onboarded and can perform job functions as assigned.

Responsibilities

• Maintain staffing fluctuation of 3,000 employee profiles and an additional seasonal staff of 1,200–1,400.
• Order equipment and software, troubleshoot access issues, and partner with internal partners such as Human Resources, Talent Acquisition, and Information Technology.
• Support all functions of onboarding to ensure a seamless experience for new hires, including communicating trouble ticket reporting/information, engaging vendors and/or internal business partners for problem resolution, communicating with leadership, and escalating as needed.
• Work with internal teams and operational leadership to ensure tools meet business objectives and provide the Operations team with accurate and strategic execution plans.
• Research and solve complex problems, perform root cause analysis, provide feedback and solutions for meeting plans and budgets, and deliver necessary training associated with these tools.
• Promote a positive work environment, perform as a team member, and initiate suggestions for continual process and protocol improvements related to hiring, onboarding management, and chargeback savings identification.
• Provide informal guidance and support to Operations as a resource for colleagues.
• Onboarding/Offboarding Oversight: Colleague database maintenance, equipment ordering, equipment returns, chargeback process, reporting.
• Work with operational leadership, resource planning teams, and business partners to understand staffing changes and their impact on reports, tools, and outcomes; identify risks and action items to resolve them with minimal business impact.
• Lead individual and/or team projects, diagnose and resolve complex business challenges, often requiring collaboration with operations or other shared service teams.
• Assist and lead team for access issue resolution: ticket management, access troubleshooting, escalation, and coordination with IAM and IT; document and provide guidance on overall resolution.
• Participate in ad hoc, daily, weekly, and quarterly meetings with business partners and team on onboarding and hiring-related items.
• Backup team for maintaining employee profile information via tracking database and Verint; training class coordination including equipment setup, troubleshooting, and colleague start date access troubleshooting.

Requirements

• 3 to 5 years of experience in customer service, clinical operations, onboarding, and/or prior Pharmacy Benefits Management (PBM) experience.
• Proficient in Microsoft Office tools (Word, PowerPoint, and Excel).
• Proven intermediate-level experience with Microsoft Excel, including formulas and VLOOKUPs.
• Proficient in data collection and data entry.
• Ability to lead individual and/or team projects, diagnose and resolve complex business challenges that may require collaboration with operations or other shared service teams.

Preferred Qualifications

• Prior experience and proficiency using Quickbase.
• Strong motivation, presentation skills, and flexibility.
• Ability to meet strict deadlines.
• Organize, prioritize, and manage multiple tasks regularly with a high level of detail.
• Ability to identify, analyze, and solve complex issues involving a variety of factors within narrow turnaround times and provide solid factual information.
• Provide and maintain effective written and verbal communication for onboarding and issue resolution.
• Self-motivated with a strong attention to detail and the ability to work independently.
• Self-directed with proven ability to manage and prioritize multiple projects simultaneously and meet deadlines.
• Ability to work in a high-production, time-sensitive environment.
• Demonstrates resourcefulness in problem-solving.

Education

• High school diploma or equivalent GED.

Pay

The typical pay range for this role is $46,988.00 – $122,400.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on experience, education, geography, and other relevant factors. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.