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Working hours will be a flexible shift Monday-Friday 8:30AM-6:30PM EST.
No weekends or major holidays will be required.
No travel is required for the position.
Candidates can apply from any state.
No weekends or major holidays will be required.
No travel is required for the position.
Candidates can apply from any state.
As a Leave of Absence Senior Assistant you will have an exciting opportunity to deliver outstanding Customer Service through a strong commitment to customer needs with a demonstrated commitment to adhering to service levels, first call resolution and overall customer satisfaction. We look for someone that can handle timely and efficient responses to employee inquiries concerning leave of absence administration. You are also responsible for using myLeave as well as the HR systems and predefined business processes to process leaves in accordance with the Family and Medical Leave Act (FMLA), state and company leave policies.
In this role you will:
- Respond to leave of absence inquiries while adhering to service levels and providing a Center of Excellence.
- Document inquiries, requests and escalate Tier 2 inquiries using a call center case management tool.
- Utilize the myLeave Absence Management platform to initiate and respond to leave of absence requests.
- Timely and accurate FMLA, State and Company leave administration in accordance with all applicable federal, state and company leave policies.
- Communicate to employees, HR team members as well as managers/supervisors and other key stakeholders either verbally and/or in writing.
- Research questions related to leave administration. Contact employee and/or supervisor with resolution within service level agreement.
- Educate and promote self-service tools and technology to help drive self-service utilization.
The ideal candidate will possess:
- Excellent communication skills, including a strong command of the English language and the ability to clearly articulate leave of absence details over the telephone and in writing.
- Excellent customer service and listening skills to reflect a friendly, positive disposition.
- Ensure the delivery of meaningful, high-quality, timely service to our customers.
- Ensure customer information is processed efficiently, accurately, and thoroughly
. – Ability to provide empathetic services to our customers
Pay Range
The typical pay range for this role is:
Minimum: 17.02
Maximum: 27.16
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
1+ years of experience with FMLA and the ADA OR 1+ years of Customer Service experience
COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
Preferred Qualifications
- 1+ year of call center experience
- Ability to function in a high volume, production oriented, time sensitive environment.
- Ability to work with a high degree of accuracy and attention to detail.
- Proficiency with Microsoft Office Products
- Bilingual is a plus
Education
- Verifiable High School Diploma or GED required
- Bachelor’s Degree preferred
Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
