Senior Analyst, Client Service Management

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide administrative and operational assistance for one or two large health plan accounts or a collection of smaller clients.

• Serve as the subject matter expert and operational lead for member journey processes and client materials.

• Guide clients through process requirements and implement requested modifications.

• Address ad-hoc inquiries and monitor open action items through prompt follow-up.

• Manage meeting documentation for both client-facing calls and internal team syncs.

• Prepare and distribute agendas and presentations, capture meeting minutes, and monitor action items.

• Document and track deliverables from client meetings and email communications.

• Handle routine client inquiries by collaborating with internal departments and providing timely responses.

• Coordinate the intake, internal routing, and client-facing resolution of member grievances.

• Collaborate with Production, Business Analysts, and Data Relationship Managers to sustain operational workflows and account priorities.

• Record client specifics in client profiles, account records, and tracking sheets.

• Provide backup support for the Client Success Manager/Executive or Client Operations Owner.

• Act as the primary account contact for smaller accounts or lines of business.

⛳️ Requirements

• 2 to 4 years of relevant experience in operations, client support, or administrative account coordination.

• 2 to 4 years of experience in stakeholder management.

• Direct client-facing experience with effective verbal and written communication skills.

• Strong proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Excel.

• Familiarity with Asana, Jira, Confluence, or PowerBI at the user level.

• Experience with meeting administration, agenda preparation, detailed note-taking, and action item tracking.

• Strong organizational skills and ability to prioritize tasks effectively.

• Capable of coordinating across internal teams to address client requests.

• Ability to explain operational processes and seek clarification in complex situations.

• Expertise in reviewing, analyzing, and organizing data using Excel.

• Bachelor’s degree in business, health care, operations management, or a related field, or an equivalent combination of experience and training.

• Preferred: Knowledge of Medicare, Medicaid, and Commercial plan structures.

• Preferred: Familiarity with AI agent technologies and their application for data analysis and complex inquiries.

• Preferred: Proficiency in copywriting, proofreading, or editing.

• Preferred: Experience in facilitating and presenting to clients and matrixed teams several times a week for over a year.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.