LOA Call Center Representative - Military Veterans
CVS Health
Rhode Island
loa
call center
representative
military
veterans
health
call center
absence
management
team
leaves
delivery
calls
March 21, 2023
CVS Health
Rhode Island
Job Description
***WFH CONTINENTAL US***
CVS is looking to add exceptional team members in their LOA Dept.
This is a great entry-level Human Resources position.
In this role you will be 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.
Responsibilities include but not limited to:
• 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.
To be successful you should have:
• An understanding of FMLA, State leaves, Disability and HR
• 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.
• Regular and predictable attendance is required.
**Hours: Monday - Friday 8:30am - 6:30pm
Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.90
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 Call Center experience.
• Knowledge of FMLA, State leaves, Disability and HR
Preferred Qualifications
• 1+ years of experience with FMLA and the ADA OR 1+ years of Customer Service experience
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. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
See Job Description
***WFH CONTINENTAL US***
CVS is looking to add exceptional team members in their LOA Dept.
This is a great entry-level Human Resources position.
In this role you will be 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.
Responsibilities include but not limited to:
• 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.
To be successful you should have:
• An understanding of FMLA, State leaves, Disability and HR
• 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.
• Regular and predictable attendance is required.
**Hours: Monday - Friday 8:30am - 6:30pm
Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.90
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 Call Center experience.
• Knowledge of FMLA, State leaves, Disability and HR
Preferred Qualifications
• 1+ years of experience with FMLA and the ADA OR 1+ years of Customer Service experience
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. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
See Job Description
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