Case Management Supervisor, LOA Case Management

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary:

As the Case Management Supervisor, you will be accountable for leading a team of case managers that support a high volume of leave cases under FMLA, State, and Company.  In addition to the day-to-day management of a team of case managers you will provide guidance and coaching on complex and sensitive leave cases under FMLA, State and Company leaves.  You will be accountable for the delivery of outstanding Absence Management and related Colleague Services through team management, education, development, and motivation with a focus on a high touch colleague centric leave experience.  Ensure the highest possible level of colleague service by providing colleagues with the tools, knowledge, technology, HR data and business unit support.

Job Description:

• Directly supervise a team of 8 to 11 Case Managers, Enterprise Absence Management to include selection, recognition, coaching and performance assessments.

• Support the Sr. Manager, Enterprise Absence Management in leading a delivery model that reflects empathy and care for our colleagues and fosters an environment where measurement, quality, and continuous improvement / best practices are valued and rewarded.

• Review and partner with Quality Assurance Specialists and Trainers to identify and collaborate on enhanced / improved training curriculums supporting an improved colleague experience.

• Utilize reporting to track team productivity and performance.

• Utilize the myLeave system (CVS Health’s Absence Management system of record) to monitor workload and coordinate case management workload.

• Utilize the myLeave system to ensure compliance on leave communications including review of medical documentation, leave exhaustion and case management.

• Ensure queues for Tier II escalations to case management are addressed and resolved within service level agreements.

• Recommend to the management team programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support a center of excellence.

• Assist Case Managers with escalated issues to ensure unique circumstances are handled within the scope of federal, state, and company policies and raised proactively to management as needed for appropriate resolution.

• Review and process return from leave transactions to ensure updates are made timely and accurately.

• Review and process corrections for leave dates and statuses in Workday.

• Model Heart at Work behaviors and foster them among the team.

• Assist with processing separations for resignation, retirement, and failure to return from leave for colleagues in a leave status.

• Identify system issues with myLeave that should be escalated to the vendor for investigation.

• Collaborate with Case Managers and the Sr. Manager, Enterprise Absence Management to attend meetings with colleagues, leaders, or HRBPs as needed to resolve high level leave issues.

• Work with the Sr. Manager, Enterprise Absence Management to manage workload and staffing, understand and predict workload changes and respond in advance to maintain consistent levels of colleague service.

Job Requirements:

• Display a positive attitude especially in the face of adversity

• At least 3 years of experience in FMLA, State leaves, and Disability

• Experience coaching a team in a professional or volunteer role

Education:

• High School Diploma/GED required, Bachelor's Degree preferred

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

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 people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.