At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary
Colleague Relations is a CVS Health Human Resources Center of Excellence. We are ambassadors of our Company's culture. We strive to promote a positive, healthy working environment. We demonstrate respect, care, and empathy toward all colleagues while applying a fair, balanced approach to resolve policy related colleague concerns.As a Senior Employee Relations Consultant on the Operations Team, you will serve as the primary point of contact for our colleagues, offering expert guidance on a broad range of issues and concerns, including but not limited to colleague performance, attendance and behavioral issues, policy interpretation, and the application of CVS Health policies and the Code of Conduct. In this role, you will respond to a significant volume of calls and emails from colleagues seeking advice on employment practices and policies. This role will allow you to provide timely and effective resolutions of colleague issues during the initial outreach, to the extent possible. Additionally, you will provide cross-functional support to other departments as required.** This is a remote position suitable for all Time ZonesYou will accomplish this by:
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- Serving as first point of contact for our leaders and colleagues by a centralized phone system (up to 75% of time) and perform real time issue spotting to effectively resolve issues/concerns. For issues that require additional research or investigation, documenting all pertinent and relevant call details and consultation provided during the intake and assigning the case to the accurate team for resolution, including assignment of case categorization and priority.
- Reviewing and assessing inquiries received through alternative channels (i.e., email, self-serve portal, and/or Ethics Line reporting), resolve, or direct to accurate team for further research (typically 25% of the time) including assignment of case categorization and priority.
- Effectively leveraging resources to achieve first contact resolution and provide proactive support to colleagues.
- Assisting with policy interpretation, and the application of CVS Health policies and the Code of Conduct.
- Consulting with leaders regarding colleague discipline and performance issues.
- Responding to colleague inquiries, escalating to the appropriate team for further review and consultation when necessary.
- Partnering with our Legal partners to retain and provide records upon requests in a timely manner.
- Responding to general inquiries related to workforce reduction, escalating concerns where appropriate.
- Providing cross-functional support to other areas of the business, as appropriate.
- Demonstrating empathy, putting people first and inspiring trust with our colleagues
- Interacting and effectively influencing colleagues within all levels of the organization
- Making sound, constructive business decisions, mitigating risk and adverse exposure to the Company while upholding what is right for the business and the colleagues we serve
- Collaborating cross-functionally to achieve desired outcome
- Demonstrating knowledge of current state and federal employment/labor laws and regulations
- Leadership experience can substitute for 3+ years of practical experience and understanding in Employee Relations, Labor Relations, or as an HR Generalist.
- Prior mentoring, leadership, mediation, or consulting experience
- Knowledge of current state and federal employment/labor laws and regulations
- Solid real time problem solving and decision-making skills
- Certifications: PHR/SPHR and/or CP/SCP (SHRM)
HS diploma/GED required, Bachelor's Degree preferred; or equivalent years of work experience may substitute. Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$46,988.00 - $112,200.00This 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.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.