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CVS Health Senior Resource Planning Coordinator in Las Vegas, Nevada

Job Description

The Resource Planning Senior Coordinator is responsible for supporting Pharmacy Benefits Management call recording applications, Verint and Mattersight, across multiple sites. The Senior Coordinator will process new user’s access requests, existing user’s access issues, and troubleshoot issues reported by the business via ticketing system, including issues pertaining to call recording, access, and screen capture. The Senior Coordinator partners with internal teams to work towards resolution and works closely with the vendor (Mattersight) to report and/or resolve daily issues. Position rotates assignments throughout shift between managing ticket queue in Gain, following up with unresolved issues, managing team email box, working through reports from vendor with recording issues, on call work, ad hoc work and project assignments.

Hours: Monday-Friday 8:00am-5:00pm CST

Opportunity to work remotely

Position is part of on-call rotation which requires employee to be available for any outages/ad-hoc requests from Call Center Tools, Vendor, or internal business partners 24/7 during their week (typically once every 11 weeks).

Depending on business needs or requirements frequent overtimes expected.

Occasional on site travel may be needed. Roughly 10% of your time will be spent on site.

We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays.

Required Qualifications

• 1+ years’ experience working with Avaya CMS Supervisor.

• 1+ years’ experience working with Verint, Behavioral Analytics, and Gain ticketing system.

• Must reside within 1 hour of a CVS Pharmacy Benefits Management office (Orlando, FL. Solon, OH. San Antonio, TX. Kansas City, MO. Nashville, TN. Chandler, AZ. Pittsburgh, PA.).

Preferred Qualifications

• Exposure to how the IT architecture works regarding phone switches and call recording solution, including Voice Over Internet Protocol (VOIP), Time Division Multiplex (TDM), and Telephony Server Application Programming Interface (TSAPI licensing).

• Associate’s Degree or higher.


Verifiable High School Diploma, GED, or equivalent.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.