LOA Call Center Representative

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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

Accountable for the delivery of outstanding Absence Management and related Colleague Services for the CVS Health myLeave Call Center with a strong commitment to the colleague experience. Responsible for answering questions and providing colleague support with the leave of absence process while ensuring call center metrics are met and /or exceeded.

• Support a service delivery model that reflects empathy and care for all colleagues and fosters an environment focused on the colleague experience.

• Respond to leave of absence calls while adhering to service levels such as first call resolution, average speed of answer, abandon rate, average handle time and average talk time.

• Document and escalate tier 2 calls to the appropriate group utilizing the call center case management system.
• Utilize the myLeave system for new leave requests, extensions and responding to inquiries regarding a leave of absence.
• Communicate with colleagues, leaders, and other key stakeholders to assist with questions on leave administration.
• All other leave of absence and call center duties assigned by the Call Center Lead and / or other key members of the myLeave team. This includes learning skills that support Case Management to develop themselves for the logical next step within the Leave department.
• Educate and promote the use of self-service tools and technology to help drive self-service utilization.

• Research questions utilizing the knowledge base and other tools and resources to help provide guidance and support to our colleagues.
• Change management skills to support the continuous changes within the organization and developments within our department. As well as changes on Federal and State level for protected Leaves.
• Regular and predictable attendance is required.

Required Qualifications

• 1 plus year of Call Center experience.

Preferred Qualifications

• Knowledge of FMLA, State leaves, Disability and HR is preferred.
• Knowledge of call center applications such as IEX, Avaya and CMS is preferred.
• 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.

Education

• High School Diploma or equivalent

Pay Range

The typical pay range for this role is:

$17.00 - $29.88

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 jobs.CVSHealth.com/benefits

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.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.