Analyst, Account Manager

Summary

CVS Health is a healthcare company focused on creating a more connected, convenient, and compassionate health experience. The Account Manager manages assigned segments of complex global client relationships, serving as a primary contact while providing strategic account management, operational support, issue resolution, and consultative guidance across international healthcare services.

Responsibilities

• Serve as the primary account management contact for assigned client stakeholders within designated geographic regions, building trusted relationships and ensuring a high level of client satisfaction
• Provide proactive account management support aligned with client objectives, contractual commitments, and organizational business goals
• Lead client meetings, training sessions, and presentations, communicating operational updates, service enhancements, trends, and recommendations
• Coordinate and resolve complex issues involving benefits administration, eligibility, claims processing, provider reimbursement, medical assistance, care coordination, and access to healthcare services worldwide
• Partner with internal departments including Operations, Clinical Services, Network Management, Medical Assistance, Claims, Product, and Technology teams to drive timely issue resolution and enhance service delivery
• Monitor service performance, client trends, escalations, and key performance indicators (KPIs) to identify opportunities for improvement and proactively address service risks
• Support global healthcare access initiatives by collaborating with vendor and network partners to address provider access challenges and improve network adequacy within assigned regions
• Identify service gaps, determine root causes, and develop actionable solutions to enhance the client and member experience
• Develop and deliver ongoing education, training, and communication programs for client stakeholders to support a continuously changing population, ensuring awareness of benefits, processes, resources, and available services
• Create and maintain educational materials, account resources, and training content to support onboarding and knowledge transfer for newly assigned client contacts and stakeholders
• Ensure adherence to service level agreements (SLAs), standard operating procedures (SOPs), compliance requirements, and escalation protocols
• Coordinate and support member-facing communications, educational materials, provider directories, client microsites, and other account-specific resources to ensure accuracy and alignment with client expectations
• Serve as an advocate for client needs by effectively communicating priorities and business requirements across cross-functional teams
• Support implementation of process improvement initiatives that enhance operational efficiency, consistency, and service outcomes
• Maintain accurate account documentation, issue logs, service reports, and action plans to ensure effective communication, follow-through, and accountability
• Manage time-sensitive communications and client requests across multiple geographic regions and time zones with professionalism, urgency, and responsiveness
• Identify emerging trends, risks, and opportunities impacting client populations and provide recommendations to improve healthcare access, member experience, and overall account performance

Skills

• * 3 years experience in Client Relationship Management
• * Problem Solving and Issue Resolution
• * Customer Service Excellence
• * Strategic Account Management
• * Healthcare Operations and Service Delivery
• * Cross-Functional Collaboration
• * Executive and Client Communication
• * Data Analysis and Performance Reporting
• * Process Improvement
• * Project Coordination
• Bachelor's Degree or equivalent years of service in the health care industry
• * Global Healthcare and International Benefits Knowledge
• * Stakeholder Education and Training
• * Vendor and Network Management
• * Global Cultural Awareness

Qualifications

Must Haves

• * 3 years experience in Client Relationship Management
• * Problem Solving and Issue Resolution
• * Customer Service Excellence
• * Strategic Account Management
• * Healthcare Operations and Service Delivery
• * Cross-Functional Collaboration
• * Executive and Client Communication
• * Data Analysis and Performance Reporting
• * Process Improvement
• * Project Coordination
• Bachelor's Degree or equivalent years of service in the health care industry

Nice to Haves

• * Global Healthcare and International Benefits Knowledge
• * Stakeholder Education and Training
• * Vendor and Network Management
• * Global Cultural Awareness

Benefits

• CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• Medical, dental, and vision coverage, based on eligibility.
• Paid time off, based on eligibility.
• Retirement savings options, based on eligibility.
• Wellness programs, based on eligibility.
• Remote work