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 Purpose:The CVS Health Quality Assurance Specialist, Enterprise Absence Management 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 and accommodation requests. 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 Specialist, Enterprise Absence Management will measure the quality of all processes related to leave of absence and accommodations to identify continuous process improvements and facilitate growth of the myLeave teams and programs.
Job Responsibilities:
- 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 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 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.
- 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.
- Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; and effective conflict resolution.
- Perform quality assurance reviews of AI interactions, workflows, and system performance to identify defects, inaccuracies, compliance risks, and opportunities for improvement.
- Evaluate AI-generated interactions and outputs to ensure alignment with business requirements, regulatory standards, quality expectations, and customer experience objectives.
- Analyze Automated Quality Management (AQM) insights and quality trends to identify performance gaps, coaching opportunities, and training needs across the organization.
- Other duties as required.
Quality Assurance Specialists, 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.
Qualifications:
- 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
Preferred Qualifications:
- Self-starter and proven team player capable of prioritizing work and problems simultaneously
- Comfortable working in a high-energy, quickly changing and demanding environment
Education:
- Bachelor's Degree (preferred) or equal years of working experience may be considered
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$46,988.00 - $122,400.00This 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 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.
Skills Required
- Minimum of 3 years of recent experience in Absence Management (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
- Well versed in CVS Health technology, leave of absence policies, and myLeave procedures
- Bachelor's Degree (or equivalent years of work experience)
- Self-starter and proven team player capable of prioritizing work
- Comfortable working in a high-energy, quickly changing and demanding environment
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
