Lead Director, Reasonable Accommodations
9025 CVS Shared Services Resources LLCWe’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
As the Lead Director of Reasonable Accommodation (RA), you are responsible for leading a team focused on the enterprise strategy, program design and delivery of Reasonable Accommodation (RA) services. This role is essential to ensure compliance with the Americans with Disabilities Act (ADA) and other relevant regulations as well as the highest possible level of colleague service.
As directed by the Vice President of Colleague Relations, the Lead Director will work closely with Leave of Absence, HR leadership, Compliance, legal counsel, Colleague Relations, and management to address and resolve complex RA issues; providing colleagues and leaders with the tools, training, technology, HR data and business unit support needed.
This role also has responsibility to give recommendations on keeping applicable CVS policies up to date, across federal, state and city regulations in partnership with legal and compliance teams.
You will accomplish this by:
Strategy and Program Design
Recommend programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support the strategic vision of the team. Identifying large scale opportunities for Senior Leadership buy-in.
Design and implement streamlined workflows and procedures for handling accommodation requests, ensuring efficiency, consistency, and transparency throughout the process, while designing with self-service in mind.
Collaborate with legal, colleague relations and other key stakeholders to develop, review, and update RA policies, procedures, and guidelines to reflect regulatory changes, organizational needs, and industry best practices.
Outstanding Delivery of Services
Oversee the operational delivery of the accommodation process, including intake, documentation, tracking, and resolution of requests optimizing the effectiveness and efficiency of the overall program through a continuous improvement approach.
Monitor and analyze accommodation trends, track key metrics (e. g., request volume, turnaround time), and identify areas for process improvement, resource allocation or issue spotting. Partnering with key stakeholders across the Enterprise where needed.
Develop a quality control approach with periodic audits and reviews of RA-related documentation, processes, and systems to ensure accuracy, consistency, and adherence to established standards and best practices.
Team Leadership
Lead a team of at least three direct reports with a span of control of over 25 exempt and non-exempt colleagues: responsible for selection, training, recognition, and performance assessment of Enterprise Reasonable Accommodation Team.
Provide inspirational leadership to ensure compliance, fostering an environment where measurement, quality, continuous improvement, and best practices are valued and rewarded.
Commitment to continuous learning and professional development for self and team, with a proactive approach to staying updated on ADA regulations, technology solutions, and industry trends related to disability accommodation, HR operations that recommend enhancements or innovations to optimize efficiency and effectiveness.
**The ideal candidate would reside in either New England or the Tri-State area. Ability to travel up to 20% is preferable**
Required Qualifications
10+ years of experience in Reasonable Accommodation including Americans with Disabilities Act (ADA) or related field
5+ years of experience leading teams
3-5 years of experience in administration platforms, software applications and tools for data management, reporting, and analytics
Willingness to travel up to 10% (including plane travel)
Preferred Qualifications
Demonstrated track record of influencing key stakeholders and Senior Leadership
Experience working in a highly matrixed environment
Master’s degree in vocational rehabilitation counseling or related field or equivalent experience
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Certifications in Disability, Vocational, Clinical or Human Resources
Certified Disability Management Specialist (CDMS)
Certified Rehabilitation Counselor (CRC)
Certified Vocational Evaluator (CVE)
Certified Case Manager (CCM)
Society for Human Resource Management (SHRM-CP or SHRM-SCP)
Education
Bachelor’s degree required; equivalent work experience may substitute
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.