LOA Support Representative

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.

LOA Support Representative | 2 Openings (Location: CAN)

**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. You will also support the resolution of leave-related questions and cases by applying established policies, procedures, and escalation protocols. You may share process knowledge and assist teammates with routine questions as needed. 

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 a range of leave-related cases, involving multiple stakeholders when needed, and escalate matters outside established procedures.. 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

Case Management: Manage Leave of Absence employee cases through:

• Responding to cases via ServiceNow and dispositioning appropriately

• Providing accurate responses to employees leveraging approved resources

• Monitoring personal key performance metrics and ensuring adherence to Service Level Agreements, etc.

LOA 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. 

• Resolves a range of leave-related issues by applying established policies, procedures, and system knowledge. 

• Escalates exceptions and complex cases to the appropriate leader or partner. 

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

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. 

Issue/Case Prevention –Proactively review reporting on Return to Work (RTW), Denials, and File Feed Errors to resolve issues effectively and prevent issues from occurring that impact the employee.

Continuous Improvement – Based on visibility to case management trends, identify continuous improvement opportunities. Contribute, as applicable, to continuous improvement efforts.

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.

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 –

• Bachelor’s degree or related equivalent experience

Business Experience –

• Minimum of 3 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. Independently completes routine day-to-day work and receives guidance on nonstandard, sensitive, or complex matters.

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

$50,000 - $66,600

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

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McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!