Senior Compliance & Process Improvement Coordinator

CVS Health; Michigan; Hybrid; USD 25,000 - 58,000; Full time

Benefits offered by this job

Medical, dental, vision

Bonus eligible

401(k) with matching

Job summary

CVS Health is seeking a Senior Coordinator, Business Compliance to support and monitor operations for policy adherence, regulatory requirements, and quality standards. You will conduct audits, review data, investigate concerns, and help develop SOPs and reports.

This role coordinates cross-functional teams, tracks tickets under SLAs/TATs, leads process improvements, and communicates findings to leadership while ensuring confidentiality and accuracy.

Qualifications

• Proficiency with Microsoft Office Suite (Access, Excel, PowerPoint, Word, Outlook).
• Experience communicating with internal/external associates, teams and leaders.
• Experience with root cause analysis and data-driven problem solving.
• Experience in a call monitoring environment.
• Ability to re-prioritize in a fast-paced setting.
• Understanding of IT architecture for call centers (VoIP/TDM, Nice, Five9, Verint or similar).

Responsibilities

• Perform audits and reviews of operational data and documentation.
• Develop and maintain SOPs, reporting, and corrective action plans.
• Monitor and manage tickets in the assigned system per SLAs and turnaround times.
• Lead or participate in cross-functional projects and process improvements.

Job description

CVS Health is seeking a Senior Coordinator, Business Compliance to support and monitor operations for policy adherence, regulatory requirements, and quality standards. You will conduct audits, review data, investigate concerns, and help develop SOPs and reports.

This role coordinates cross-functional teams, tracks tickets under SLAs/TATs, leads process improvements, and communicates findings to leadership while ensuring confidentiality and accuracy.