The Employee Relations Specialist is 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 and regulations and policies. Able to manage SLA, case load and inbound/outbound resolutions of calls for the team.
Manages accountability and responsibility for the resolution of day to day policy issues and inquires involving a broad range of business management subject matters and/or personnel situations.
Maintains, monitors trends, and utilizes case management systems and/or other technology associated with carrying out jobs requirements including but not limited to documenting cases, preparing summary files and/or documents, developing and managing reports and executing daily tasks.
This role is responsible for the delivery and resolution of employee relations day to day issues. The Employee Relations Specialist needs to provide expert consultations and guidance to managers and employees working to deliver and ensure appropriate responses to any related employment issues that arise at the first level of resolution, and escalate when a solution is not reached. This role will lead on high volume and routine formal processes. The Employee Relations specialist is also working to proactively support and maintain a positive employee relations climate.
Acts as subject matter expert for specific business unit and point person on escalated work.
Other responsibilities as assigned.
Primary Duties and Responsibilities:
Advice, Counsel and Compliance Responds to a high volume of inquires (via phone call and/or email) from employees and managers regarding matters involving employment practices, policies, employment laws and compliance guidelines. Activities include, but are not limited to fielding issues and inquiries from employees and Supervisors and initiating case files. Specialists are well versed and knowledgeable regarding the management of employee performance, attendance and behavioral issues, interpretation and application of company policies, procedures and guidelines as well as State and Federal compliance rules, regulations and policies Proficient in use of knowledge base and information provided to respond timely to day to day policy employee relations matters. Able to resolve issue within SLA or (if appropriate) use good judgement to escalate to next level. Provides specialist and expert advice, guidance on all employee relations, polic interpretations and questions. Including such issues as conduct capability (performance and time/attendance), re-organization, terminations of employment, employee complaints and compliance issues. Working in collaborating with other HR COES, managers and employees, to provide relevant ER expertise in the execution of any initiatives or projects to which the Employee Relations is assigned. Responds to employee issues and questions providing feedback to a managers to ensure appropriate action is taken where necessary. Working with cross function of ER team to ensure consistency of advice and guidance provided both in market, and globally, where appropriate. Ensure that any employee relations issues are dealt with the highest level of confidentiality, professionalism and sensitivity. Champion and promote a positive employee relations climate, providing appropriate counsel and support to ensure that any ER processes are delivered to maximum the employee experience. Where appropriate, engage with appropriate internal (ER), external (Key Business Stakeholders) consultants and advisors to gain specified legal or best practice advice on specific cases, policy, cross market issues to ensure best advice is provided. Through the provisions of advice and guidance in partnership with HR, COEs ensures the consistent application of relevant advice, policies, procedures, rules and regulation by reviewing past precedent prior to giving counsel.
1. ER Process Delivery:
Performs tasks, manages and/or supports project and work streams within the employee relations functions (i.e. process improvement projects, change initiatives and deliver training.) Maintains SLA, provides advice and counsel on high volume of day to day policy questions/inquires and provides timely resolutions Maintain positive Relations, HRSS, RA, Legal, and Loss Prevention and internally and externally, develop partnership with Employee Relations Advisor and Investigator on case management and resolution if necessary.
2. ER tracking and Solutions:
Completes and maintains appropriate logs/tracker/systems to ensure a full picture of employee relations activity, informal and formal process, advice given outcomes issues, and inquiries, etch.
3. ER Policies and Procedures:
Ensure consistent and equitable application of organization policies and procedures. Able to point identify areas of improvement in efficiencies and process.
4. Proactive Training and Education:
Identify efficiencies and effective employee relations through the providing training to incoming employees and managers to ensure that issues are resolved and not repeated. ·
·Minimum of 1 year of Employee Relations experience or Human Resource related experience.
·PHR/SPHR certificates preferred
· Able to manage high volume of work.
· Experience with case management and documented systems.
· Strong knowledge of pertinent labor/employment laws as well as human resource management principles, practices and procedures.
· Strong analytical, interpersonal, negation and problem solving skills.
· Sound ability to deal with conflict situations in a rational and constructive manner.
· Computer skills word, excel, PeopleSoft or similar payroll/benefit/incident management systems/salesforce plus.
· Exercise sound judgement and make decisions in manner consistent with the essential job function and consistent with commensurate employee relations experience.
· Ability to interact and partner effectively with all levels of organization and with employees Ability to handle highly confidential and sensitive information.
· Ability to provide excellent customer service with strong interpersonal skills.
· Highly organized, and able to prioritize and plan time/resources accordingly, in a fast paced, high pressured environment.
· Exercises discretion/independent judgement and make decisions in timely manner consistent with essential job function while adhering to CVS Health values and policies.
Verifiable High School Diploma/GED required.
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT
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