Senior Analyst, Process

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.

Qualifications

• 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.

Benefits

• 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.

Pay Range

The typical pay range for this role is: $46,988.00 - $112,200.00. 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.

Anticipated Weekly Hours

40

Time Type

Full time