Business Compliance - Senior Coordinator

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 Senior Coordinator Business Compliance (SCBC) will be primarily responsible for running daily, weekly, monthly and on demand reports, providing trends or opportunities within relation to hierarchy and call recording. The SCBC Coordinator will analyze reporting data to identify and prevent issues for call recording, with a general understanding of how the IT architecture works for programs including VoIP/TDM call center phones, Nice, Mattersight, Verint and ticket systems.

The SCBC Coordinator will also manage call recording projects internally to ensure business requirements are identified and delivered. This includes, but not limited to, attending daily meetings with status updates, testing overnight, coordinating testers, identifying concerns or dependencies needing to be addressed with operations teams and providing project scope details to the SCBC team for production integration.

Required Qualifications

1 year of experience and required computer skills: Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook.

1 year experience communicating with internal/external associates, teams and business leaders.

Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.

Minimum of 2 years experience within a call monitoring environment.

Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.

Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Mattersight, Verint and/or comparable ticket systems.

Preferred Qualifications
Associates or Bachelor Degree

Education

Required:
High School Diploma or General Equivalent Development (GED)

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

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.

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

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