Senior Analyst, Leave of Absence – Training

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🔥 2 hours ago

🐊 Florida, Louisiana, +3 more states – Remote

🐊 Florida – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🌲 North Carolina – Remote 🎸 Mississippi – Remote

💵 $47k - $122.4k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Conduct random quality audits / service observe call center agents, case managers and researchers and accommodation requests to determine accuracy of CVS Health’s policies and procedures are being met • Identify any process delivery or behavior themes across the myLeave team call center and / or case managers to advise of additional required training • Facilitate monthly Quality Assurance reviews to identify individual call center, case manager and researcher training needs and/or broader training • Participate in quality improvement initiatives and offer opportunities or other efficiencies through improvement of the case management process • Develop and recommend process improvements to the myLeave trainers to ensure improvements that have been identified are being delivered and communicated out to the myLeave team • Monitor the call center and case managers to ensure process changes and legislative updates are being implemented and communicated to colleagues correctly • Conduct one-on-one training support and call listening, when needed • Facilitate User Acceptance Testing of any new and/or updated process configurations as well as legislative updates impacting processes • Support Team Leads and when necessary, assume call center or case manager role in times of increased activity • Collaborate with Trainers to develop quality reviews and knowledge assessments post-training sessions to assess myLeave team resources’ knowledge of new content and/or process changes • Perform quality assurance reviews of AI interactions, workflows, and system performance to identify defects, inaccuracies, compliance risks, and opportunities for improvement

🎯 Requirements

• Minimum of 3 years of recent experience in Absence Management industry (FMLA, LOA, ADA, STD, LTD) • Excellent interpersonal communications skills both verbal and written • Strong organizational and analytical skills • Intermediate Microsoft Office: Excel, Word, PowerPoint, Outlook • Bachelor's Degree (preferred) or equal years of working experience may be considered

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • retirement savings options • wellness programs