Senior Employee Relations Consultant

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 is a CVS Health Human Resources Center of Excellence. We are ambassadors of our Company’s culture. We strive to promote a positive, healthy working environment. We demonstrate respect, care, and empathy toward all colleagues while applying a fair, balanced approach to resolve policy related colleague concerns.

As a Senior Consultant on the Operations Team, you will serve as the primary point of contact for our colleagues, offering expert guidance on a broad range of issues and concerns, including but not limited to colleague performance, attendance and behavioral issues, policy interpretation, and the application of CVS Health policies and the Code of Conduct. You will be expected to respond to a significant volume of calls and emails from colleagues seeking advice on employment practices and policies. Your responsibilities will include timely and effective resolution of colleague issues during the initial outreach, to the extent possible. Additionally, you will provide cross-functional support to other departments as required.

Responsibilities:
• Serves as first point of contact for our leaders and colleagues by a centralized phone system (up to 75% of time) and perform real time issue spotting to effectively resolve issues/concerns. For issues that require additional research or investigation, documenting all pertinent and relevant call details and consultation provided during the intake and assigning the case to the accurate team for resolution, including assignment of case categorization and priority.

• Review and assess inquiries received through alternative channels (i.e., email, self-serve portal, and/or Ethics Line reporting), resolve, or direct to accurate team for further research (typically 25% of the time) including assignment of case categorization and priority.

• Effectively leverage resources to achieve first contact resolution and provide proactive support to colleagues.

• Assists with policy interpretation, and the application of CVS Health policies and the Code of Conduct.

• Consults with leaders regarding colleague discipline and performance issues.
• Respond to colleague inquiries, escalating to the appropriate team for further review and consultation when necessary.

• Partner with our Legal partners to retain and provide records upon requests in a timely manner.

• Respond to general inquiries related to workforce reduction, escalating concerns where appropriate.

• Provide cross-functional support to other areas of the business, as appropriate.

Skills Required:

• Ability to demonstrate empathy, putting people first and inspiring trust with our colleagues
• Ability to interact and effectively influence colleagues within all levels of the organization
• Ability to make sound, constructive business decisions, mitigating risk and adverse exposure to the Company while upholding what is right for the business and the colleagues we serve
• Highly organized and able to prioritize, time manage effectively
• Excellent oral and written communication skills; strong interpersonal skills including expertise in conflict management, investigation, negotiation and influencing.
• Collaborates cross-functionally to achieve desired outcomes

**The scheduled hours for this position is 10:30am-7:00pm EST**

Required Qualifications:

• 2+ years of Employee Relations, Labor Relations, and/or HR Generalist experience (leadership experience may substitute)

Preferred Qualifications:

• Prior mentoring, leadership, mediation, or consulting experience
• Knowledge of current state and federal employment/labor laws and regulations
• Solid real time problem solving and decision-making skills
• Certifications: PHR/SPHR and/or CP/SCP (SHRM

• Education:HS diploma/GED required, Bachelor’s Degree preferred; or equivalent years of work experience may substitute.

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.