LOA Case Manager I

CVS Health•Work At Home-Massachusetts, MA

10d•$19 - $39•Remote

About The Position

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 myLeave 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.

Requirements

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

Nice To Haves

FMLA, State Leaves, Disability, or HR experience

Responsibilities

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 myLeave 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 myLeave team