Account Management Analyst: Customer Experience & Ops

CVS Health Corporation; Hartford (CT); On-site; USD 44,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health Corporation in Hartford, CT is seeking an Analyst, Account Manager to support the Access U.S. customers and brokers.

You will work with Account Managers and internal partners to provide day-to-day operational and service support across eligibility, enrollment, benefit documentation, and issue resolution. The role focuses on driving customer satisfaction and membership retention through proactive coordination, accurate execution, and collaborative problem-solving.

Qualifications

• 1–2 years of relevant experience in account management, customer service, health care operations, benefits administration, or related field.
• Strong organizational skills with the ability to manage multiple requests, priorities, and deadlines.
• Demonstrated attention to detail when reviewing benefit information, customer materials, and plan documentation.
• Effective written and verbal communication skills.
• Strong problem-solving skills and the ability to coordinate with multiple business partners.
• Ability to work independently while contributing within a collaborative team.
• Proficiency with Microsoft Office applications.
• Preferred experience with Salesforce or similar CRM.

Responsibilities

• Develop basic account plans and strategies to support customer satisfaction, retention, and business growth.
• Analyze customer data, performance metrics, and service trends to identify opportunities for improvement.
• Build and maintain strong working relationships with customers, brokers, and internal partners.
• Participate in customer meetings and communications to support ongoing account management.
• Coordinate eligibility and enrollment activities with operational partners.
• Review benefit grids, plan documents, SBC materials for accuracy.
• Support renewal activities through grid review and rate validation.
• Assist with billing, commissions, and related inquiries with internal teams.
• Research customer, broker, and member issues and manage escalations.
• Maintain accurate customer records in Salesforce and track action items.
• Assist with implementation and renewal projects by tracking tasks and timelines.
• Contribute to team meetings and process-improvement initiatives.

Skills

Account management

Customer service

Healthcare operations

Documentation

Communication skills

Problem solving

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

CVS Health Corporation in Hartford, CT is seeking an Analyst, Account Manager to support the Access U.S. customers and brokers.

You will work with Account Managers and internal partners to provide day-to-day operational and service support across eligibility, enrollment, benefit documentation, and issue resolution. The role focuses on driving customer satisfaction and membership retention through proactive coordination, accurate execution, and collaborative problem-solving.