Senior Access & Availability Analyst

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 Access & Availability Sr. Analyst supports enterprise efforts to help members obtain timely behavioral health care. This full-time role conducts provider outreach, validates appointment access and directory information, documents study results, identifies emerging trends, supports solution development, and translates findings into clear summaries of the member experience. The Analyst also helps onboard and mentor new hires to promote consistent, high-quality work across the team.

Key Responsibilities

• Conduct direct outbound outreach to behavioral health providers to verify appointment availability, scheduling timelines, and access-related practices.

• Use established outreach scripts, study protocols, and standard operating procedures to ensure consistent, professional, and compliant interactions.

• Review and validate provider information, including directory accuracy, contact details, specialty, location, and other required data elements.

• Accurately document outreach attempts, responses, discrepancies, and outcomes in QuickBase and other designated enterprise systems, maintaining complete and audit-ready records.

• Analyze outreach and study data to identify recurring patterns, access barriers, provider-level discrepancies, and broader trends that may affect member access or experience.

• Escalate significant discrepancies, systemic issues, compliance risks, and unresolved access concerns through established channels.

• Synthesize quantitative and qualitative findings into concise summaries that clearly explain the member experience, including potential access challenges, common themes, and opportunities for improvement.

• Support new-hire onboarding and mentoring by reinforcing outreach expectations, documentation standards, system navigation, workflows, and quality requirements.

• Provide constructive peer guidance, answer process questions, share effective practices, and help new team members build confidence and consistency.

• Participate in quality reviews, calibration discussions, and continuous-improvement activities to strengthen accuracy, efficiency, and the overall member experience.

Required Qualifications

• Experience in operations, provider services, healthcare, customer service, call center, or similar role requiring accurate documentation and direct outreach.

• Excellent verbal and written communication skills, including professional phone etiquette and the ability to summarize findings clearly for different audiences.

• Strong analytical, deductive, problem-solving, and critical-thinking skills, with the ability to recognize patterns and translate findings into practical recommendations.

• Demonstrated attention to detail and commitment to accurate, complete, and timely data entry and documentation.

• Ability to coach, mentor, or support peers and new team members in learning processes, tools, and quality expectations.

• Proficiency with Microsoft Excel, Word, Outlook, Quickbase, and the ability to navigate multiple applications and phone systems efficiently.

• Strong organization and time-management skills, with the ability to prioritize work, manage deadlines, and meet critical turnaround expectations.

• Ability to work independently with minimal supervision while contributing effectively in a collaborative team environment.

• Adaptability, sound judgment, and a strong work ethic in a changing, process-driven environment.

• Experience identifying trends, conducting root-cause analysis, or supporting development and implementation of process solutions.

• Prior experience supporting onboarding, peer mentoring, training reinforcement, or quality calibration.

Preferred Qualifications

• Familiarity with behavioral health, provider networks, member access, network adequacy, or access and availability studies.

• Experience validating provider directory information or conducting provider outreach.

• Experience creating leadership-ready summaries, dashboards, or reports that connect operational findings to the member experience.

• Experience identifying trends, conducting root-cause analysis, or supporting development and implementation of process solutions.

Education

• Bachelors degree or equivalent experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $102,000.00

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. …