Senior Analyst, Health Care

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY

OhioRISE established an Ombuds Office in July 2022 to help foster a health plan of respect, honesty, fairness, and integrity, and to bolster a supportive and civil climate for all members and community partners. In keeping with national norms, those who utilize the Ombuds Office, are referred to as “visitors.” When a visitor consults with OHR Ombuds Office (OOO), the OOO staff (“Ombuds”) will listen, serve as a strategic thought partner, help the visitor explore or develop options for the visitor to resolve conflict or to surface an issue, provide resources and information about the Company’s policies and systems, and otherwise assist with informal conflict resolution and problem solving. In each case, the OOO provides support that is independent, confidential, impartial, and informal.
Responsibilities of the Ombuds Office

The Ombuds Office is responsible for the following:

• Providing Ombuds services to eligible visitors
• Fostering equitable and fair treatment of all people
• Helping OhioRISE as an early warning system by sharing general trends and emerging issues with management or senior leadership while maintaining the confidentiality of the identity of visitors to the Office and their confidential communications with the Ombuds
• Facilitating, where requested, communication between parties that find themselves in a dispute with others conducting outreach and education

throughout OhioRISE about Ombuds Office services and conflict management and resolution techniques

• Developing and maintaining administrative procedures for effective and efficient operation of the Ombuds Office

REQUIRED QUALIFICATIONS

• Bachelor’s degree in healthcare or related discipline or three years of relevant work experience or
• Three years’ experience in practice management or behavioral health system of care
• Proficient in Microsoft Office tools
• Articulate and professional communication skills, both verbally and written
• Demonstrated experience in leading significant cross-functional work that includes business owners, executive leadership, and peers across the organization

PREFERRED QUALIFICATIONS

• Demonstrated empathy for members and families
• Understanding of the intricacies of the system of care in Ohio
• Ability to manage relationships with an emphasis on internal and external mid-level relationships
• Ability to work across all levels of the organization, including working with executive audiences, vendors, and government as a customer
• Demonstrated ability to project manage and implement strategies to improve performance

EDUCATION

• Bachelor’s degree in healthcare or related discipline

• Providing Ombuds services to eligible visitors
• Fostering equitable and fair treatment of all people
• Helping OhioRISE as an early warning system by sharing general trends and emerging issues with management or senior leadership while maintaining the confidentiality of the identity of visitors to the Office and their confidential communications with the Ombuds
• Facilitating, where requested, communication between parties that find themselves in a dispute with others conducting outreach and educatio