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.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
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