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Position Summary

The Client Liaison Analyst (CLA) role is pivotal in driving the strategic standardization and customization of Client Information Forms (CIFs) while ensuring seamless integration with Compass. This role is designed to address the increasing complexity of CIFs and the integration challenges posed by Knowledge Management Systems. The Analyst will lead efforts to create and implement standardized CIF language, manage client-specific customizations, and provide strategic oversight for Compass integration. They will act as a bridge between client liaison teams, Account Management, and Care Operations, ensuring that CIFs are maintained with consistency, accuracy, and compliance. The Analyst will also provide consultative guidance to Client Liaison Coordinators (CLCs), fostering a higher level of strategic thinking and operational efficiency within the team. This role requires a strong focus on process optimization, cross-functional collaboration, and the ability to drive creative solutions to meet client-specific needs and challenges

Responsibilities % Time

CIF Standardization & Customization Management

Drive the development and implementation of standardized CIF language, ensuring consistency across all business lines while managing client-specific customizations. Develop CIF process controls that define where standard language should apply versus where custom client rules are needed. Collaborate with Client Liaison Coordinators (CLCs) to ensure accurate and consistent CIF updates. Create and maintain a centralized CIF language repository to ensure standardization and reduce redundancy. 40%

Strategic Support for Compass Integration and Post Deployment Maintenance

Guide the transition of CIFs into Compass, ensuring business rules align with system capabilities and minimizing data inconsistencies. Work closely with internal teams to identify system gaps and propose enhancements that improve CIF maintenance and accessibility within Compass. Provide expertise in CIF data structure and formatting to optimize integration with the Compass CRM. Serve as a liaison between Client Operations, Care Operations, and IT to ensure Compass-related CIF updates align with system design and user experience needs. 30%

CIF Quality Control, Call Pulls, and Process Optimization

Refine and enhance call pull processes, ensuring that CIF-related insights are accurately captured and used to drive quality improvements in agent interactions. Identify trends in CIF-related service errors and work with Care Operations to implement corrective actions. Partner with Quality Assurance teams to audit CIF adherence and ensure CIFs are written in a way that supports clear, effective agent interactions. Develop CIF performance metrics to measure effectiveness, accuracy, and impact on member experience. 20%

Support for New Implementations & Client-Specific Onboarding

Work closely with new client implementations by ensuring CIFs are structured correctly from the outset. Act as a subject matter expert during new client onboarding, helping to define and document CIF requirements in alignment with standard business rules. Facilitate training sessions for CLCs on CIF updates and best practices related to new implementations. 10%

Required Qualifications

• 2 years of experience in healthcare, pharmacy benefit management (PBM) operations, or related experience

• Proficiency in Microsoft Office programs including Excel, Word, and PowerPoint

Preferred Qualifications

• Strong communications skills (oral and written)

• Prior experience in healthcare, pharmacy benefit management (PBM) operations, and/or Medicare/Clinical Services.

• Strong knowledge of Client Information Forms (CIF) structures, plan design nuances, and PBM client requirements.

• Experience with CRM systems (Compass), including data integration and process optimization.

• Proven ability to manage and prioritize multiple projects simultaneously and meet deadlines.

• Strong analytical skills with experience in data analysis, process improvement, and CIF standardization.

• Excellent communication skills, with the ability to translate complex client requirements into clear, actionable CIF updates.

• Self-directed with a demonstrated ability to work independently and in a matrixed organization.

• Experience in coaching, training, or onboarding, with a focus on consultative guidance and strategic thinking.

• Motivation, innovation, and flexibility to adapt to evolving business needs and challenges.

• Bachelor’s Degree or relevant work experience.

Education

High School Diploma or equivalent GED

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$21.10 - $40.90

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 03/21/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.