We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Company: Oak Street Health
Title: Sr. Analyst, Process (Central Ops.)
Location: Treehouse
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. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.
For more information, visit www.oakstreethealth.com.
Role Description:
As Oak Street Health works towards providing an unmatched patient experience we are embarking on a major initiative to build a world-class Service Operations team. This role will be responsible for the project management and change management of reporting and analytics efforts, enhancing Power BI dashboards, managing cross-functional data projects, and driving operational insights.
This role will also support change management initiatives, pilot innovation efforts, and ensure clear communication of data-driven recommendations to stakeholders across the organization. With frequent exposure to senior leadership and a focus on high-impact work, this position offers a unique opportunity to contribute directly to Oak Street’s strategic goals. The Senior Analyst will report to the Senior Manager of Continuous Improvement.
Core 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
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
Investigate and resolve data discrepancies between the call analytics software and other reporting tools to ensure a "single source of truth”
Support executive decision-making by performing deep-dive analyses on specific call types, campaigns, or member interactions
Manage platform access, license rosters, and vendor relationship to ensure all platform functions are working as intended and data is reliable
Other duties, as assigned
What are we looking for?
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
US work authorization
Someone who embodies being “Oaky”
What does being “Oaky” look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Being scrappy
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:
Collaborative and energetic culture
Fast-paced and innovative environment
Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$46,988.00 - $112,200.00This 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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 3 to 5+ years of experience in data analysis, reporting, or business intelligence roles
- Demonstrated proficiency with reporting tools
- Experience with generative AI tools to accelerate data analysis
- Experience working with cross-functional teams and senior leadership
- Solid background in project management
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
