LOA Case Manager

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.

Accountable for the delivery of outstanding Absence Management and related Colleague Services through a strong commitment to colleague experience. The Case Manager, Enterprise Absence Management will be responsible for using the CVS Health my Leave absence platform as well as other HR systems to administer FMLA, State regulations and Company leave policies from the start of a leave request through the return to work.

• Support a service delivery model that reflects empathy and care for all colleagues and fosters an environment focused on the colleague experience
• Administer leave of absence requests under FMLA, State regulations and Company leave policies in accordance with federal and state regulations
• Utilize the my Leave system for leave of absence to ensure tasks and cases are completed according to federal and state regulations
• Review and analyze leave of absence requests that are not eligible for FMLA, State and / or Company leave policies to determine if the ADA is applicable. If request for a leave of absence does require a review for the ADA, update and assign the case for Reasonable Accommodation review
• Research and resolve tier 2 escalations and ensure the outcome and updates are documented and communicated timely
• Review, calculate and submit payment of paid time off for leave requests in accordance with FMLA, State regulations and Company leave policies
• Review, calculate and submit payment of the CVS Health Paid Parental Leave according to the policy
• Conduct colleague outreach calls at the start of a new leave request and at key intervals throughout the leave process to ensure colleague support through the leave
• Communicate with colleagues, leaders, and other key stakeholders to assist with questions on leave administration
• Work collaboratively with members of the LOA Team to ensure compliance, completing goals and putting the customer first
• All other leave of absence case management duties assigned by Case Management Lead and / or other key members of the my Leave team
• A strong commitment to Customer Service as exemplified by behaviors and disposition
• Ability to work independently and as part of a team environment
• Excellent written, verbal and listening skills to reflect a friendly, positive disposition
• Demonstrated ability to maintain work in the strictest of confidence
• Demonstrated ability to problem solve and apply critical thinking skills, including the ability to think analytically and creatively, under pressure, to solve problems
• Strong organizational and data entry skills with a strict attention to detail
• Ability to plan and prioritize workloads, both independently and in a team environment with minimal supervision
• Demonstrated ability to think strategically and creatively toward continuous improvement of operations both technically and functionally
• Ability to consistently and efficiently follow through on problems to provide resolution that is satisfactory to the customer
• Demonstrated ability to multi-task while consistently meeting deadlines
• Proficiency with MS Office Products
• Regular and predictable attendance is required
• Minimum internet connection of 25 Mbps download speed and 3 Mbps upload speed required

1+ year of customer service or office experience

FMLA, State Leaves, Disability, or HR experience

High School Diploma or GED

40

Full time

The typical pay range for this role is: $18.50 - $31.72

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,…