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　　Position SummaryThe CVS Health Quality Assurance, Enterprise Absence Management position will be responsible for supporting the day-to day operation of Enterprise Absence Management (myLeave) Team by ensuring the operation meets required quality and service delivery standards including compliance with all leave of absence. This role will be responsible for identifying enhancements and training needs, as well as being an advocate for change to increase effectiveness and productivity for the myLeave team. The Quality Assurance, Enterprise Absence Management position will measure the quality of all processes related to leave of absence to identify continuous process improvements and facilitate growth of the myLeave teams and programs.

　　Conduct random quality audits / service observe call center agents

　　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 should Quality Assurance results identify a theme across a pod or broader team.

　　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 and Quality Assurance Specialist to ensure improvements that have been identified are being delivered and communicated out to the myLeave team.

　　Determine and recommend adjustments to quality reviews.

　　Monitor the call center and case managers to ensure process changes and legislative updates are being implemented and communicated to colleagues correctly.

　　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

　　Other duties as required.

　　Required Qualifications

　　1+ years of experience in Absence Management industry (FMLA, LOA, ADA, STD, LTD)

　　1+ years or organizational and analytical experience

　　1+ years of Microsoft Office: Excel, Word, PowerPoint, Outlook

　　Preferred Qualifications

　　Excellent interpersonal communications skills both verbal and written

　　Self-starter and proven team player capable of prioritizing work and problems simultaneously

　　Comfortable working in a high-energy, quickly changing and demanding environment

　　Regular and predictable attendance is required

　　Quality Assurance, Enterprise Absence Management are expected to be well versed in CVS Health’s technology, leave of absence policies, and myLeave procedures to deliver the best results to the myLeave team.

　　Education

　　High school diploma or GED required

　　Bachelor’s degree preferred

　　Pay Range

　　The typical pay range for this role is:

　　$40,600.00 - $89,300.00

　　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.