15 days old

Advice & Counsel - Senior Consultant

CVS Caremark
Lincoln, RI 02865
**Job Description**

The Intake/First Call Resolution Triage Consultant will be responsible for a range of activities related to employee relations issues including, but not limited to, providing advice, counsel and support for company to employees and managers regarding employee performance, attendance and behavioral issues, interpretation and application of company policies, procedures and guidelines as well as monitoring and overseeing adherence to HR, State, Federal and Corporate Compliance rules, regulations and policies

- Resolves manager/employee issue/inquiry on demand (i.e., at first contact) whenever possible; typically 60% of the time

- Provides insights and support for reporting and metrics associated with employee relations claims and overall department workload/performance

- Identifies issues in real time. For issues that require additional research or investigation, opens and documents file with relevant call/case components and consultation provided during intake/initial attempt at FCR; assigns matter to the correct team for resolution, including assignment of case categorization and priority

- Assess inquiries received through alternative channels (i.e., not through the phone. such as Ethics Line reporting), resolve, or direct to correct team for further research (typically 20% of the time) including assignment of case categorization and priority

- Provides input for process improvement in team efficiency and process, improving the overall customer experience, including identifying educational opportunities for managers and employees

**Required Qualifications**

3+ years of Employee Relations or Human Resources experience.

**Preferred Qualifications**

Employee Relations experience.

Mentoring, mediation and consulting experience.

Prior project management experience.

Great decision making skills (effectively gather and analyze facts, weigh risks and make decisions/recommendations that are right for the business, the people and our culture.

Highly organized and able to prioritize and plan time accordingly, in a fast paces, high pressured environment.

Ability to interact and partner effectively with all levels of organization and with employees


Verifiable Bachelor's Degree required.

Will consider High School Diploma/GED plus years of experience in lieu of degree.

**Business Overview**

**Its a new day in health care.**

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nations premier health innovation company. Through our health services, insurance plans and community pharmacists, were pioneering a bold new approach to total health. As a CVS Health colleague, youll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and EEO IS THE LAW SUPPLEMENT at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm . We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team at mailto:AdviceCounsel@cvshealth.com . Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com . For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352 .


Posted: 2020-02-10 Expires: 2020-03-11

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Advice & Counsel - Senior Consultant

CVS Caremark
Lincoln, RI 02865

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