Employee Relations Case Manager

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
Colleague Relations Advisors at CVS Health are responsible for supporting designated business units by providing advice, consultation and guidance to leaders and employees on the application of CVS Health policies and practices. This team responds to a high volume of routine requests and escalated employee relations concerns from leaders and colleagues. As an Advisor, you will support resolution of these issues while mitigating risk and adverse exposure to the company.

Responsibilities

-The role provides proactive support and intervention to promote a positive employee relations culture, while partnering collaboratively with various cross-functional stakeholders (e.g., HR Business Partners, Compliance, Legal, etc.). Advisors will effectively manage a caseload of workplace inquiries and concerns. Serves as a point of contact for employees regarding workplace issues, conflicts, and concerns assisting as well as assisting leaders with coaching, corrective actions, and terminations. This requires coaching less experienced leaders and colleagues on techniques, processed and responsibilities for successful communication and performance.

-Advisors ensure compliance with policies and procedures, applicable laws, and regulations. Under minimal supervision, Advisors conduct investigations, gather relevant information, and recommend appropriate actions to resolve conflicts and issues. Advisors develop and implement employee communication strategies to foster open and transparent communication. Recommend interventions to enhance employee engagement and satisfaction by collaborating with HR and management to develop and execute process improvement plans.

-Advisors also deliver guidance and support to employees facing personal or professional challenges, including crisis management, by connecting employees with appropriate resources, such as Employee Assistance Programs (EAP), counseling services, or wellness programs. This role requires meeting case management metrics, effective documentation of case information in a case tracking system, reaching resolution, and closing cases within a certain time frame and following established case management processes.

-Advisors will exhibit a professional and calm demeanor with all levels of employees and possess strong interpersonal skills which include conflict management, investigation, and influential leadership. Advisors will effectively present and deliver training to leaders, be highly organized with an emphasis on accuracy and ability to prioritize and plan their time/resources accordingly in a fast paced, matrixed environment. This role will require the handling of highly confidential and sensitive information.

Required Qualifications

• 5+ years of employee relations experience including, but not limited to the following: Direct experience managing, advising, and resolving, employee relations cases (e.g., performance management, attendance, employee misconduct, employee complaints, discipline, and termination).
• Experience conducting workplace investigations and utilizing employee relations case management systems (i.e., Salesforce, Navex, ServiceNow, HR Equity, etc.)
• Strong knowledge of current state and federal employment/labor laws and regulations.
• Proven analytical skills, critical thinking, decision-making and problem-solving capabilities 
• Excellent oral and written communication skills; strong interpersonal skills including expertise in conflict management, investigation, negotiation and influencing.
• Ability to travel as needed.

Preferred Qualifications

• Direct experience interacting with labor unions and advising on labor relations matters (i.e., management and disposition of grievances, participation in labor arbitrations and collective bargaining).
• Ability to assist and advise on the development of employee/labor relations trends and insights reporting.

• Preferred Certifications or Licenses: Dispute Resolution, Mediation, EEO Investigator, PHR/SPHR, CP/SCP (SHRM)

• Experience working in a retail environment is a plus

Education

Bachelor’s degree or equivalent amount of experience and education.

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.