Call Center Representative

• Provides a broad range of research, analysis, reporting, monitoring and/or operational process support within a defined area of function.
• Supports business by providing expert guidance/advice on a range of risk related matters within assigned or own area of specialization.
• Utilizes expertise to exercise sound and expert independent professional judgement and discretion in interacting and communicating with staff and senior management of the Bank with respect to regulatory risk and other matters.
• Acts as the primary subject matter expert and expected to make sound decisions in setting standards within area of expertise.
• Oversees and/or independently performs tasks from end to end.
• Builds stakeholder alignment in leading projects and activities; may provide process and subject matter advice at senior levels.

Senior Group Risk Analyst – Retail Distribution, US ATM, US Contact Center

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

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Senior Group Risk Analyst – Retail Distribution, US ATM, US Contact Center

Tech, RX Call Center