Sr. Analyst, Process
About the role
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.
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
- Investigate and resolve data discrepancies between the call analytics software and other reporting tools to ensure a "single source of truth"
- Manage platform access, license rosters, and vendor relationship to ensure all platform functions are working as intended and data is reliable
- Support executive decision-making by performing deep-dive analyses on specific call types, campaigns, or member interactions
- 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
- Other duties, as assigned
Requirements
- 3 to 5+ years of experience in data analysis, reporting, or business intelligence roles
- Demonstrated proficiency with reporting tools
- PREFERRED: Experience leveraging generative AI tools to accelerate data analysis, automate documentation, or streamline process mapping
- 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
Qualifications
- US work authorization
Skills
- Strong analytical and strategic thinking skills
- Excellent communication and stakeholder engagement skills
- Proficiency with reporting tools
- Experience with project management
- Experience with cross-functional teams and senior leadership
- Experience with generative AI tools (PREFERRED)
Benefits
- Comprehensive benefits package including medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and more
- Immediate vesting of 401K contributions
- Flexible work arrangements
- Professional development opportunities
Pay
The Typical Pay Range For This Role Is $46,988.00 - $112,200.00 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 a variety of factors including 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.
Additional Information
Anticipated Weekly Hours 40
Time Type Full time
Company: Oak Street Health
Title: Sr. Analyst, Process (Central Ops.)
Location: Treehouse