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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

*Applicants can live anywhere in the United States*

Position Summary

As an Individual Contributor Manager of Medicare Complaints Operations - Business Insight, you will play a vital role in managing business operations and initiatives that focus on streamlining complaint processes and maintaining data integrity.

In this position, you will oversee support operations for the Medicare Complaints Department teams, manage the quality of the Online Monitoring Tool (OMT), provide audit universe support, and compile and analyze reports for vendors. You will also address issues related to staff system access, monitor Corrective Action Plans (CAPs), and develop and maintain QuickBase applications for the department.

The ideal candidate will possess strong analytical skills, a deep understanding of healthcare operations, and the ability to communicate complex data insights effectively to diverse audiences. Additionally, the candidate will be skilled in creating reports, dashboards, and visualizations tailored for a senior leadership audience, presenting data-driven insights clearly and concisely. You will analyze trends and patterns to identify areas for improvement, efficiency gains, and opportunities for value creation. Utilizing statistical techniques, data mining, and predictive modeling, you will uncover patterns and correlations within the data. Critical thinking and problem-solving skills will be essential for deriving meaningful insights that inform business decisions. Furthermore, you will explore innovative tools and methods to enhance data analysis and promote continuous improvement within the organization.

You will be responsible for planning and monitoring internal projects from initiation to completion, ensuring they are delivered on time, within specifications, and within budget. Designing cross-functional solutions to address business challenges will also be a key aspect of your role. You will analyze trends and patterns to identify areas for improvement, efficiency gains, and opportunities for value creation. You will apply statistical techniques, data mining, and predictive modeling to uncover patterns, trends, and correlations within the data. Additionally, you will apply critical thinking and problem-solving skills to derive meaningful insights that drive business decision-making.

This role is essential for ensuring that our analytics capabilities are robust, reliable, and aligned with the strategic goals of the organization. The Manager of Business Analytics will be a key player in fostering a culture of data-driven decision-making and continuous improvement.

What you will do

+ Collaborate with internal and external audit teams to provide necessary data and insights, ensuring compliance with regulatory standards and internal policies.

+ Monitor and enhance the quality of OMT protocols by implementing best practices and conducting regular assessments to identify areas for improvement.

+ Generate and distribute regular reports on OMT metrics, providing actionable insights to stakeholders to support strategic decision-making.

+ Manage user access to systems and tools, ensuring that team members have the necessary permissions to perform their roles effectively.

+ Develop and maintain comprehensive reporting systems for vendor performance, ensuring timely and accurate data is available for management review.

+ Participate in the gathering and analysis of audit data universes.

+ Lead the oversight of Corrective Action Plans and implement self-monitoring processes to ensure compliance and continuous improvement within the analytics function.

+ Evaluate evolving business requirements and recommend appropriate alternatives and enhancements.

+ Prepare communications and deliver presentations on system enhancements and alternatives.

+ Conduct quantitative and qualitative analyses to assess business performance and identify opportunities for improvement.

+ Design, develop, and maintain QuickBase applications to streamline data collection and reporting processes, ensuring that applications meet the evolving needs of the business.

+ Compile clear and comprehensive documentation, such as business requirement documents and use cases.

+ Collect and analyze business data to identify trends, patterns, and insights.

+ Develop basic process maps, flowcharts, and diagrams to document current and future processes.

+ Conduct meetings, workshops, and presentations to gather feedback and validate requirements.

+ Actively contribute to team meetings, brainstorming sessions, and collaborative projects by sharing ideas, providing feedback, and supporting the overall goals and objectives of the team.

+ Contribute to the development and maintenance of standardized templates, guidelines, and methodologies.

+ Seek opportunities to enhance skills and knowledge through training and certifications.

Required Qualifications

+ 2+ years’ experience in working in a data warehouse environment, as well as the ability to work with large data sets from multiple data sources.

+ 2+ years of experience with Medicare Advantage products.

+ Proficient using QuickBase.

+ Experience creating materials (dashboards, reports, presentations, etc.) for a Senior Leadership level audience.

+ Excellent problem-solving skills and critical thinking ability.

+ Strong collaboration and communication skills (written/oral).

+ Ability to work independently and collaboratively in a fast-paced environment across multiple teams.

+ Excellent knowledge using Excel, Access, Visio, Word and/or PowerPoint.

+ Willingness to understand business needs and to create strategies around them

+ Strong analytical skills with the ability to interpret complex data sets.

+ Ability to prioritize work and perform independently

+ Proven track record leading or managing large projects

Preferred Qualifications

+ 3+ years of experience as a Data Analyst or in a similar role

+ Proficient in modifying QuickBase; building, editing, and repairing existing databases

+ Experience using and editing with reporting applications

+ 5+ years of experience with Medicare Advantage products

+ Advanced degree in Business, Finance, Accounting, or Healthcare

Education

Bachelor's Degree or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$60,300.00 - $145,860.00

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 10/17/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.