**Position Summary** The Customer Service Operations Analyst serves as a strategic partner to line-of-business leadership, providing reporting, analytics, and performance insights related to Centene Pharmacy Help Desk (PHD) operations—including override entries, prior authorizations, and performance guarantee support. This role helps streamline operational processes across the Operations function and GSP, supports program and project execution, and contributes to departmental planning and goals. **Responsibilities** + Deliver data, reporting, and insights to business leaders, highlighting performance against KPIs and operational metrics. + Identify trends, performance gaps, and improvement opportunities; develop recommendations and present findings to reporting and business partners. + Collaborate with training, coaching, and workforce management teams to address trends and drive operational enhancements. + Provide timely analysis to internal stakeholders on escalated concerns, including root cause identification and failure-point analysis. + Train, mentor, and support team members on technical processes, quality standards, and best practices. + Develop business-facing materials, presentations, and performance summaries for leadership review. + Serve as a liaison and point of escalation for complex issues, ensuring timely and effective resolution. + Advocate for business needs and strengthen partner relationships across the organization. **Qualifications** + High School Diploma or GED required. + Experience in Operations and Centene Pharmacy Help Desk preferred. + Strong skills in reporting and data analysis. + Excellent verbal and written communication skills, with the ability to engage all levels of leadership. + Proficiency in Excel, PowerPoint, Word, and Outlook. + Highly organized self-starter with strong independent work skills, attention to detail, and the ability to manage multiple priorities. + Curious mindset with strong problem-solving abilities and a drive to identify opportunities for improvement. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here (https://jobs.thecignagroup.com/us/en/benefits) . **About The Cigna Group** Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. _Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._ _If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._ _The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._ _Qualified applicants with criminal histories will be considered for employment in a manner_ _consistent with all federal, state and local ordinances._