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Employee Care LOA Representative

McKesson Corporation
United States, Georgia, Alpharetta
Jan 11, 2025
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you. Join Our Employee Care Team! Position Summary: If you have excellent customer service and HR skills and a desire to ensure employee HR needs are cared for at the highest standards - we need you! Enhance your HR and coaching skills with the Employee Care team! In the Leave of Absence Representative role, you will ensure our employees receive top-notch support on matters such as pre and post leave of absence care, people leader and employee End-to-End leave resolution, and navigation of leave-related systems. When an employee or a People Leader at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee experience as employees and people leaders seek assistance on HR matters. This role will focus on the leave of absence employee experience and this role must: Respond to employee or people leader questions promptly and with empathy and accuracy. Navigate multiple HR systems to assistemployees and people leaders and ensure thorough case documentation. Communicate both verbally and in writing with clarity and respect. Be comfortable in a fast-paced environment that is technology enabled. This position reports directly to the Manager, Employee Care. The ideal candidate should possess excellent customer service and HR knowledge, with a proven ability to manage complex cases involving multiple stakeholders. They should have strong communication, problem-solving, and multitasking skills, along with a strong attention to detail and proficiency in HR systems (e.g., ADP) and leave-related processes. A passion for improving Employee Care service delivery, coupled with adaptability, confidentiality, and teamwork, is essential. Key Responsibilities 1. Case Management and Systems Updates: Perform manual adjustments in leave related systems (e.g., ADP) for: Borrowing PTO/Flex Retroactive Waiting Period Applications Leave Type Changes (e.g., FMLA to STD) Exempt Reduced Work Schedules Review each leave entry in ADP to ensure accuracy in Time Off accounting and work schedules Collaborate with the Payroll and HR teams to ensure all leave entries and adjustments are compliant with company policies and legal regulations Maintain accurate records of all manual adjustments and provide regular reports to the Payroll Manager Assist in resolving payroll discrepancies related to leave adjustments. Provide exceptional support and guidance to employees regarding their leave adjustments and payroll inquiries. 2. Customer Focus - Leverage problem-solving skills to thoroughly troubleshoot and resolve issues, ensuring comprehensive solutions. Educate employees and people leaders, as appropriate, on resources available to them, how to navigate the leave of absence process and successfully return to work. Strive to make every interaction exceptional by handling each situation with the highest level of care and attention. 3. Issue/Case Prevention -Proactively review reporting on Return to Work (RTW), Denials, and File Feed Errors to conduct in-depth research, follow up diligently, and resolve issues effectively to prevent issues from occurring that impact the employee. 4. Collaboration - Work closely with internal partners such as the Total Rewards team who owns the end-to-end Leave of Absence process. Work with external partners such as the LoA vendor. Foster and maintain strong, collaborative relationships with partners. 5. Support Employee Care Operations - Be proficient at Employee Care systems and operations to support broader Employee Care team as needed. This may include, but is not limited to, support of the Employee Care virtual assistant chatbot, management of cases within ServiceNow, and support of continuous improvement initiatives. Minimum Job Qualifications (Knowledge, Skills, & Abilities): Minimum of 3 years of experience in payroll processing, leave of absence support, or a related field. Ability to work during Employee Care hours of operations which are Monday - Friday, 9am-7pm EST. Proficiency with ADP or similar timekeeping software. Strong understanding of various leave types including FMLA, STD, PTO/Flex, and Reduced Work Schedules. Excellent attention to detail and accuracy. Strong analytical and problem-solving skills. Ability to manage multiple tasks and meet tight deadlines. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Critical Skills Ability to work in a fast-paced environment Effective communication - an active listener, empathetic, and able to convey information clearly and professionally both verbally and in writing. Ability to identify the root cause and devise effective solutions is vital. Demonstrated Relationship Management ability - experience building multiple effective partnerships Excellent interpersonal, analytical, and organizational skills are required in order to interact with all levels of management and staff Proven strengths in analysis and problem-solving Education High School Diploma or equivalent required; Associate's or Bachelor's degree in Business, Human Resources, or related field preferred. Typically requires 3+ years of relevant experience Working Conditions: Environment (Office, warehouse, etc.) Traditional office environment. Physical Requirements (Lifting, standing, etc.): Large percent of time performing computer based work is required. Ability to attend work in a McKesson hub office location as requested We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, pleaseclick here. Our Base Pay Range for this position $21.95 - $36.59 McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. Join us at McKesson!