Case Manager II

Description:

• 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.
• Meet with Colleague Relations and/or Legal Counsel to assist with assessment of leaves and processing of next steps according to direction received.
• Act as a peer mentor to new team members or to Case Manager I colleagues.
• Participate in team activities such as focus groups to identify and to implement process improvements
• 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

Job Requirements:

• This position requires 3 plus years of FMLA, State Leaves, Disability and HR experience.
• This position requires 3 plus years of customer service experience in a professional work setting.