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.

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 contact center. The Senior Associate of Contact Center Strategy will play a central role in managing the multi-year transformation effort. This role will be responsible for the project management and change management of over various initiatives over multiple years, support communications to senior leaders and the wider Oak Street organization, strategy, reporting and analytics, and pilot projects and innovation for the contact center. This is a high-profile role with weekly visibility to senior executives. The role will report to the Manager of Service Operations Strategy.

Core Responsibilities:

• Project and change management for transformation and process improvement projects for a large centralized ops department

• Reporting and analytics: maintain regular weekly or monthly reporting, as well as supporting ad hoc analysis as needed

• Support contact center strategy by working directly with the Senior leadership of Service Operations

• Proactively identify opportunities for continuous improvement

• Work closely with various teams to understand their needs and challenges

• Facilitate meetings and workshops to gather input and drive change.

• Independently lead innovation projects to build new contact center capabilities

• Support executive communications: craft presentations for senior leadership, with opportunities to lead presentations

• Other duties, as assigned

What are we looking for?

• Bachelor’s degree, preferably with a quantitative major

• 1+ years of consulting or other applicable experience in healthcare

• Analytical and strategic thinker who is intellectually curious

• Strong written and verbal communication skills

• Experience with process mapping and documentation

• Self-starter, able to drive initiatives with multiple stakeholders from beginning to end

• Demonstrated attention to detail and experience leveraging problem solving

• Ability to develop business cases, ROI analysis, and financial analysis

• 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

• Proficient in Excel, Powerpoint

• 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

Time Type

Pay Range

The typical pay range for this role is:

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

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