Supervisor, LOA Case Management - Military Veterans

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary:

As the LOA Case Management Supervisor, you will be accountable for leading a team of case managers that supports a high volume of leave cases under FMLA, State, and Company.  This role will allow you to provide guidance and coaching on complex and sensitive leave cases under FMLA, State and Company leaves.  You will be accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development, and motivation with a focus on a high touch colleague centric leave experience. You will ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support.

** The ideal candidate must be willing to work in Eastern Time zone hours **

Key Responsibilities:

• Directly supervise a team of 8 to 11 Case Managers, Enterprise Absence Management to include selection, recognition, coaching and performance assessments.

• Support the Case Management Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues and fosters an environment where measurement, quality, and continuous improvement / best practices are valued and rewarded.

• Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced / improved training curriculums supporting an improved colleague experience.

• Utilize reporting to track team productivity and performance through metrics.

• Utilize the myLeave system (CVS Health’s Absence Management system of record) to monitor workload and coordinate case management workload.

• Utilize the myLeave system to ensure compliance on leave communications including review of medical documentation, leave exhaustion and case management.

• Ensure queues for Tier II escalations to case management are addressed and resolved within service level agreements.

• Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence.

• Assist Case Managers with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies and raised proactively to management as needed for appropriate resolution.

• Review and process return from leave transactions to ensure updates are made timely and accurately.

• Review and process corrections for leave dates and statuses in Workday.

• Model Heart at Work behaviors and foster them among the team.

• Assist with processing terminations for resignation, retirement, and failure to return from leave for colleagues in a leave status.

• Identify system issues with myLeave that should be escalated to the vendor for investigation.

• Collaborate with Case Managers and the Case Management Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs as needed to resolve high level leave issues.

• Work with the Case Management Manager, Enterprise Absence Management to manage workload and staffing, understand and predict workload changes and respond in advance to maintain consistent levels of colleague service.

Required Qualifications:

• 5+ years of experience in FMLA, State leaves, Disability and / or HR with demonstrated increased responsibility.

• 1+ years of experience leading a 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.

Education:

High School Diploma or equivalent work experience may substitute.

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

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.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 12/11/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.