Kayla Cain
Augusta
Summary
Dynamic Leave of Absence Agent at CVS Health with expertise in HR policies and benefits administration. Proven ability to navigate complex leave laws while fostering strong relationships with employees. Skilled in documentation accuracy and active listening, ensuring compliance and enhancing employee satisfaction through effective communication and problem-solving.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Leave of Absence Agent
CVS HEALTH
09.2022 - Current
- Managed employee leave requests, ensuring compliance with company policies and legal regulations such as FMLA and ADA.
- Managing and processing various types of leaves, including FMLA, ADA, and state-specific leaves.
- Staying up-to-date on federal, state, and local leave laws and ensuring company policies align with these regulations.
- Providing clear and accurate information to employees about their leave options, eligibility, and leave process.
- Addressing employee questions and concerns related to leave and resolving any issues that may arise.
Pharmacy Benefit Manager (Medicare D)
CVS HEALTH
01.2021 - 09.2022
- Manage and oversee the process of how drug benefits are administered, including Employer Group Waiver Plans
- Knowledge of Medicare Part D regulations and guidelines to develop processes ensuring maximum receipt of retiree drug subsidy and compliance with Centers for Medicare & Medicaid Services
- Processing drug prescriptions through mail order
- Processing prescriptions refills
- Creating grievances based on customers experience
Customer Service Representative
Progressive Insurance
02.2018 - 11.2020
- Addressing customer inquiries related to insurance policies, including coverage details, rates, billing issues, and general policy reviews
Crew Trainer
McDonald’s
05.2015 - 02.2018
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Collaborated with management to identify areas of improvement and develop comprehensive training programs.
- Maintained current knowledge of all team position requirements.
- Conducted hands-on demonstrations and practical exercises to reinforce learning concepts.
Pharmacy Benefits Manager Representative
CVS Pharmacy
11.2020 - 2021
- Managed prescription drug benefits for insurance companies, large employers, and other payers.
- Negotiate drug prescription prices and discounts from drug manufacturers
- Create and maintain formularies, which determine which prescriptions are covered by a health plan.
- Working directly with clients to manage their prescription drug benefits
- Process prescriptions claims submitted by pharmacies
- Identifying cost savings
- Staying up-to-date on relevant laws and regulations regarding prescription drug benefits, including HIPPA.
Education
All Subjects
George P. Butler High School
Augusta, GA05.2015
Skills
- Knowledge of leave laws
- HR policies and benefits administration
- Verbal and written communication
- Complex information explanation
- Task management and prioritization
- Situation analysis and problem-solving
- Relationship building and collaboration
- Confidentiality in employee information
- Documentation accuracy and data entry
- Active listening skills
- Empathy and understanding
- Employee training and development
- Leadership capabilities
- Microsoft Office proficiency
- Familiarity with HR software
Certification
- Providing Telephone Customer Service
- Using Active Listening in Workplace Solutions
- Listening when it’s difficult to listen
- Taking Effective and Professional Notes
- Discovering Customer Needs
- Writing Effective Emails and Instant Messages
- Using Business Etiquette to Increase Professionalism
- Drawing Sound Conclusions
Timeline
Leave of Absence Agent
CVS HEALTH
09.2022 - Current
Pharmacy Benefit Manager (Medicare D)
CVS HEALTH
01.2021 - 09.2022
Pharmacy Benefits Manager Representative
CVS Pharmacy
11.2020 - 2021
Customer Service Representative
Progressive Insurance
02.2018 - 11.2020
Crew Trainer
McDonald’s
05.2015 - 02.2018
All Subjects
George P. Butler High School
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