Employee Care LOA Sr. Representative at McKesson in Irving, Texas

Job Description:

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 Sr. 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. You will also have the responsibility of providing guidance to HR Leave of Absence representatives through activities such as escalated issues management, guidance on complex situations, and ensuring quality and consistency.


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 assist employees 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. Representative Operational Support: In partnership with the EE Care Manager, provides day-to-day guidance to the representatives such as:

• Supports escalations
  
  


• Manages and monitors team group chat to provide support
  
  


• Monitors queues to ensure workload is dynamically balanced across the team
  
  


• Reviews cases and provides representatives with recognition, constructive feedback and additional training as needed
  
  

2. 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.
  
  


• Works on problems of diverse scope where analysis of situations requires evaluation of complex factors
  
  


• Identifies continuous improvement opportunities based on common case drivers or thematic issues
  
  

3. Customer Focus -Leverage analytical and 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.



4. 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.



5. Collaboration - Take initiative in analyzing LOA data trends and work closely with internal partners to identify and implement continuous improvement initiatives. 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. Collaborate with Employee Care Leaders, HR, and other Enterprise functions to contribute to project work, ensuring a unified approach to enhancing project productivity, timelines, and achieving goals.



6. 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.



7. 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.



Minimum Job Qualifications (Knowledge, Skills, & Abilities):



Education/Training -

• High School Diploma or equivalent required; Associate's or Bachelor's degree in Business, Human Resources, or related field preferred.
  
  

Business Experience -

• Minimum of 5 years of human resources experience
  
  

Critical Knowledge & Competencies -

• Delivering results with integrity
  
  


• Mature confidence
  
  


• Problem solving skills
  
  


• Building relationships of trust
  
  


• Engaging customers
  
  


• Drives execution
  
  


• Application of McKesson systems, policies, and processes
  
  


• Application of HR administrative functions, laws, and regulations
  
  


• Knowledge of HR technical systems
  
  


• Quality and detail orientation
  
  


• Conflict management
  
  


• Business acumen
  
  

Specialized Knowledge/Skills -

• Exercises judgment within defined procedures and practices to determine appropriate action
  
  


• Builds knowledge of the organization, processes, and customers. Works independently; receives minimal guidance on day-to-day work and deliverables
  
  

Working Conditions:



Environment (Office, warehouse, etc.) -

• Traditional office environment.
  
  


• Ability to work during Employee Care hours of operations which are Monday - Friday, 9am-7pm EST.
  
  

Physical Requirements (Lifting, standing, etc.) -

• Large percent of time performing computer-based work is required.
  
  

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, please click here.



Our Base Pay Range for this position



$24.99 - $41.65



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.



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