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.

Position Summary

The Operations Support Analyst role is a dual-focused and expanded position that combines front‑line inbound customer support with meaningful participation in operational initiatives, including project support, documentation, and communication activities. This role is designed for an individual who can successfully balance real‑time service delivery with hands‑on operational work that supports system changes, process improvements, and organizational readiness.

In this role, the Analyst serves as a first point of contact for a high‑touch client population, managing a consistent flow of inbound calls while delivering accurate, timely, and professional support. The Analyst actively listens to member concerns, provides clear guidance or resolutions, and ensures a seamless, high‑quality experience while maintaining strict adherence to service level agreements, quality standards, and confidentiality requirements.

Beyond day‑to‑day call responsibilities, the Analyst participates in departmental and cross‑functional projects, supporting business leaders and project teams through assigned tasks, documentation, and operational support activities. The role also plays an important part in creating, maintaining, and improving operational documentation and communications that enable effective change adoption, system updates, and process clarity. Success in this role requires strong communication skills, attention to detail, and the ability to transition effectively between live customer interactions and structured operational work.

Key Responsibilities

Call Center Support (50–70%)

• Respond to inbound calls and inquiries with professionalism, accuracy, and efficiency.
• Troubleshoot customer issues and provide appropriate resolution or escalation.
• Document call interactions, outcomes, and follow‑up actions in Incedo.
• Meet or exceed established service level expectations (AHT, quality, productivity, etc.).

• Maintain up‑to‑date knowledge of products, services, policies, and system updates.

Operational Support, Project Participation & Documentation (30–50%)

• Participate in departmental and cross‑functional projects by completing assigned tasks and deliverables on time.
• Support project managers and business leaders through task execution, data gathering, and progress tracking.
• Assist with gathering information, preparing reports, and tracking project milestones.
• Research, write, edit, and publish operational and technical documentation, including process documentation, standard operating procedures (SOPs), user guides, job aids, knowledge articles, release notes, and training materials.
• Collaborate with product owners, operations leaders, and subject matter experts to gather, validate, and document business and operational requirements.
• Translate workflows, system changes, and complex concepts into clear, concise, and audience‑appropriate documentation.
• Maintain documentation repositories and version control, ensuring content is easy to find, navigate, and reuse.
• Review and update documentation based on feedback and process or system changes to improve clarity, usability, and effectiveness.
• Support change initiatives by developing documentation and communications that enable operational readiness, system adoption, and user understanding.
• Apply plain‑language principles and accessibility standards to ensure documentation is usable by diverse audiences.
• Partner with training and change management teams to align documentation with learning strategies and communication plans.
• Contribute to continuous improvement efforts by identifying workflow inefficiencies and documentation opportunities.

Required Qualifications

• 2+ years of experience in a call center, customer service, or operations support role.
• 2+ years working with CRM systems, contact center tools, and productivity software (e.g., Outlook, Teams, Excel).
• Strong verbal and written communication skills.
• Demonstrated ability to produce clear, accurate, and well‑structured written documentation.
• Ability to multitask and balance time‑sensitive customer interactions with operational and documentation work.
• Demonstrated organizational, analytical, and attention‑to‑detail skills.
• Ability to work independently while effectively collaborating across teams.

Preferred Qualifications

• Prior experience supporting business operations, projects, or cross‑functional initiatives.
• Familiarity with project or task‑tracking tools (e.g., Planner, Trello, Asana, Smartsheet).
• Experience creating or maintaining SOPs, job aids, process documentation, or knowledge‑base content.
• Familiarity with documentation repositories or content management systems (e.g., SharePoint).
• Knowledge of process improvement, operational readiness, or change support practices.

Education

• Associate's degree or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$21.10 - $44.99

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.  
 

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.

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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

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