Resolution Analyst

Position Summary:
As a Resolution Analyst you will be responsible for researching, resolving, and communicating any issues, questions, or concerns our patients and members have about their coverage and benefits provided through Medicare Part D. You will analyze complex issues, use critical problem solving techniques, and apply your critical thinking skills to resolve and implement appropriate and timely solutions for our members. Additionally, you will have the opportunity to work cross functionally with different departments within CVS Health to support the research into these members’ issues. Once resolved you will be responsible for outreach to each member with a verbal and/or written response explaining the resolution of the issue.

As you support our Med D members, we will support you by offering all the tools and resources you need in a collaborative team based environment. Our goal is to ensure you are able to provide top tier service and resolution
for our members. We use our own emphasis on quality as well as government mandated turnaround times to ensure we do our job effectively, always focusing on helping people on their path to better health.

Additional responsibilities of the Resolution Analyst include but are not limited to:
Conducting in depth research on member issues in order to provide quality resolutions.

Creatively constructing written formal communication to members.
Cross functionally working with various departments to identify root cause analysis of Member issues.
Multitasking and working with up to 15 various computer applications.
Analyzing issues related to the pharmacy within Medicare Part D guidelines and resolving any issues with an appropriate plan and outcome.
Documenting the issue and resolutions in the database, while adhering to the strict turnaround times established by the Center for Medicare and Medicaid Services (CMS).
Sharing the outcome with the customer through verbal and/or written correspondences.
Working independently in a fast-paced, dynamic and regulated team environment.
Partnering with internal business units and external partners when you are navigating and researching issues.
Acquiring and maintaining basic knowledge of relevant and changing Med D policies and procedures.

Required Qualifications:
- Successful completion of Bachelor’s Degree OR 2 years of customer service and related business experience including: problem analysis and resolution, business writing, quality improvement, and focused research skills

- 2 years of experience working with computer applications and complex databases for research, including Microsoft Office products including Excel, Word, and Outlook

Preferred Qualifications:
- Pharmacy or PBM experience
- Prior Medicare Part D or insurance experience

- Verifiable GED or High School Diploma required
- Bachelor’s Degree preferred

Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: