This job has closed.

CVS Health · 12 hours ago

Analyst,Diagnostic and Preventative Service Support

TX - Dallas

Full-time

Hybrid

Entry Level

$21.10/hr - $40.90/hr

2+ years exp

CVS Health is the nation’s leading health solutions company, dedicated to transforming health care. The Analyst, Diagnostic and Preventative Service Support role focuses on enabling successful execution of diagnostic tests, resolving technical and training issues, and improving provider experiences through effective problem-solving and collaboration with various stakeholders.

Health CareMedicalPharmaceuticalRetailSales

Responsibilities

Intake provider outreach, a suite of reporting and analytics, and other methods of work delivery to make critical decisions around prioritization of issues, needs, and opportunities; with the ability to decipher timing against urgency

Contribute to the establishment and maintenance of comprehensive issue resolutions, solution design,and root cause analysis processes

Confidently own a “book of business” and KPIs of each stage of resolution you own; execute against cross-departmental dependent activities and independently mitigate gaps

Deliver an optimal provider and member experience through empathetic engagement, driven by urgency to resolve issues as quickly and thoroughly as possible

Identify, test and resolve provider-facing product issues

Discern and clearly document work through cases/tickets in a system of record

Accurately complete investigation steps taken, with success measured in the accountability to their resulting outcomes, next steps and resolutions including comprehensive details of all communications

Maintain and contribute to a comprehensive library of knowledge based documentation within a controlled document management system

Confidently hold the position of product subject matter expert, working both up-cohort, and down with internal and external stakeholders to both address issues and recommend/implement enhancements

The ability to decipher the correct pathways to escalate unresolved issues using thorough documentation, maintaining ownership of issue through to resolution

Demonstrate accountability for ensuring all required response time SLAs and resolution time SLAs are met; inform and make recommendations on these SLAs as the business evolves or trends shift

Establish and deliver provider performance reporting;conduct appropriate follow up on all coaching opportunities and technical issues

Make critical decisions on how to improve diagnostic test completion rates, independently conduct root cause analysis on refusals;implement strategies to address issues as they’re identified, and present recommendations on how to systematize proven solutions across the DPS department

Create and maintain provider pay for time spent training on DPS systems, serve as the subject matter expert for automated provider pay

Deliver ongoing training to providers on equipment and applicable systems

Develop exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success

Own, monitor and take the necessary steps to improve operating metrics trends and results

Ability to work irregular hours as needed and be an on-call escalation point for provider issues, including on holidays and weekends

Qualification

Customer service experienceCross-functional collaborationProblem-solving skillsMS Office proficiencyGoogle Workspace proficiencyMetrics understandingDesire for learningCommunication skillsPositive attitude

Required

Positive attitude and a willingness to go above and beyond to provide an exceptional customer experience

Relevant experience in customer service

Proficiency with MS Office and Google Workspace

Experience with cross-functional collaboration

A strong desire for learning and professional growth

Excellent verbal and written communication skills

Ability to recognize, evaluate and solve complex problems, including internal and external escalations

Understanding of key metrics and best practices for reporting and metric development

Proven ability to prioritize with a team and advocate for priorities with other teams

Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence

Bachelor's degree in a related field or equivalent experience

2+ years in a support role in a corporate communication environment of a similar size/complexity (preferred)

Ability to work irregular hours as needed and be an on-call escalation point for provider issues, including on holidays and weekends

Located in DFW metro and able to be in office

Benefits

Affordable medical plan options

401(k) plan (including matching company contributions)

Employee stock purchase plan

No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching

Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.