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CVS Health Hr

To build a high-performing, diverse workforce that delivers innovative healthcare solutions by creating accessible healthcare for all communities

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To build a high-performing, diverse workforce that delivers innovative healthcare solutions by creating accessible healthcare for all communities

Strengths

  • TALENT: Strong talent acquisition capabilities in healthcare sector
  • DIVERSITY: Industry-leading diversity and inclusion programs
  • SCALE: Large workforce providing flexibility for resource allocation
  • TRAINING: Robust healthcare-specific training infrastructure
  • TECHNOLOGY: Advanced HR systems supporting 300,000+ employees

Weaknesses

  • TURNOVER: Higher than industry average frontline employee turnover
  • INTEGRATION: Siloed HR processes across retail and healthcare units
  • BURNOUT: Increasing employee burnout rates in clinical positions
  • COMPENSATION: Salary compression issues in pharmacy roles
  • DIGITAL: Outdated employee self-service technology infrastructure

Opportunities

  • UPSKILLING: Expand clinical certification programs for employees
  • REMOTE: Implement hybrid work models for corporate functions
  • ANALYTICS: Leverage workforce analytics to optimize staffing models
  • AUTOMATION: Automate routine HR processes to improve efficiency
  • PARTNERSHIPS: Develop educational partnerships for talent pipeline

Threats

  • COMPETITION: Intensifying talent war with other healthcare providers
  • REGULATION: Increasing healthcare workforce compliance requirements
  • UNIONS: Growing unionization interest among retail employees
  • MARKET: Wage inflation pressures across all healthcare roles
  • SKILLS: Evolving healthcare skills gap requiring rapid adaptation

Key Priorities

  • ENGAGEMENT: Improve employee retention through enhanced engagement
  • TECHNOLOGY: Modernize HR digital platform for improved experience
  • DEVELOPMENT: Expand clinical career pathways and upskilling
  • ANALYTICS: Implement advanced workforce analytics capabilities
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To build a high-performing, diverse workforce that delivers innovative healthcare solutions by creating accessible healthcare for all communities

RETAIN TALENT

Build a culture where top talent thrives and stays

  • TURNOVER: Reduce frontline employee turnover rate from 25% to 20% through targeted retention programs
  • ENGAGEMENT: Improve employee engagement score from 78% to 85% by implementing pulse surveys and action plans
  • RECOGNITION: Launch revamped recognition program reaching 90% of employees with monthly touchpoints
  • FLEXIBILITY: Implement flexible scheduling options for 100% of retail locations, measuring satisfaction impact
MODERNIZE HR

Transform digital employee experience end-to-end

  • PLATFORM: Complete implementation of new HR technology platform for all 300,000+ employees by Q4
  • AUTOMATION: Automate 60% of routine HR administrative tasks, saving 25,000 hours annually
  • CHATBOT: Deploy AI-powered HR service chatbot with 75% first-contact resolution rate
  • EXPERIENCE: Achieve 85% employee satisfaction rating with new digital HR tools and interfaces
BUILD PATHWAYS

Create healthcare career growth opportunities for all

  • UPSKILLING: Enable 5,000 employees to complete clinical certification programs with 90% completion rate
  • ADVANCEMENT: Implement structured career pathways for 100% of clinical roles with clear progression
  • TRAINING: Deliver 250,000 hours of specialized healthcare skills training across the organization
  • INTERNAL: Increase internal promotion rate from 45% to 60% through targeted development programs
POWER DECISIONS

Leverage workforce analytics to optimize performance

  • DASHBOARD: Implement comprehensive workforce analytics dashboard used by 100% of HR business partners
  • PREDICTIVE: Deploy predictive retention models with 80% accuracy to proactively address turnover risks
  • PLANNING: Optimize workforce planning models reducing overstaffing costs by $15M annually
  • INSIGHTS: Train 250 managers on using workforce analytics for data-driven decision making
METRICS
  • ENGAGEMENT: Employee Engagement Score: 85% by Q4 2024, 90% by Q4 2025
  • RETENTION: Overall Annual Voluntary Turnover Rate: 18% or lower
  • EFFICIENCY: HR Operating Cost per Employee: $1,950 or lower
VALUES
  • Innovation: Pioneering new approaches to healthcare delivery and workforce development
  • Integrity: Acting with honesty, transparency, and ethical standards in all interactions
  • Caring: Demonstrating compassion and empathy in supporting employees and customers
  • Collaboration: Working together across divisions to achieve common goals
  • Accountability: Taking responsibility for actions and outcomes
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Align the learnings

CVS Health Hr Retrospective

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To build a high-performing, diverse workforce that delivers innovative healthcare solutions by creating accessible healthcare for all communities

What Went Well

  • GROWTH: Healthcare services division expanded headcount by 15% on target
  • DIVERSITY: Achieved 40% diverse representation in management positions
  • DEVELOPMENT: Successfully launched clinical career advancement program
  • RETENTION: Pharmacy technician retention improved 8% year-over-year
  • BENEFITS: Enhanced mental health benefits utilized by 35% of workforce

Not So Well

  • RETAIL: Store-level turnover remained 5% above target across divisions
  • RECRUITING: Time-to-fill for clinical positions exceeded targets by 12 days
  • ENGAGEMENT: Employee engagement scores declined 3 points in retail segment
  • TECHNOLOGY: HR system modernization project behind schedule by one quarter
  • COSTS: HR operational costs per employee increased 4% year-over-year

Learnings

  • FLEXIBILITY: Flexible scheduling significantly impacts frontline retention
  • PATHWAYS: Clear career advancement opportunities correlate to engagement
  • LEADERSHIP: Manager capability directly impacts team turnover metrics
  • INTEGRATION: Cross-functional HR teams deliver better business outcomes
  • DIGITAL: Employee digital experience expectations continue to increase

Action Items

  • IMPLEMENT: Launch manager effectiveness training program by end of Q3
  • REDESIGN: Overhaul retail scheduling system with flexibility options
  • ACCELERATE: Fast-track HR technology modernization with additional resources
  • EXPAND: Scale successful clinical career pathway program to all divisions
  • DEVELOP: Create advanced workforce analytics capabilities and dashboard
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To build a high-performing, diverse workforce that delivers innovative healthcare solutions by creating accessible healthcare for all communities

Strengths

  • FOUNDATION: Strong data infrastructure from millions of employee records
  • PILOTS: Successful AI recruiting pilots showing 30% efficiency gains
  • LEADERSHIP: Executive commitment to AI transformation in HR
  • PARTNERSHIPS: Established relationships with leading HR tech vendors
  • RESOURCES: Dedicated innovation budget for HR technology

Weaknesses

  • SKILLS: Limited AI expertise within HR team members
  • INTEGRATION: Fragmented AI solutions across HR functions
  • GOVERNANCE: Underdeveloped AI governance and ethics frameworks
  • DATA: Data quality issues hampering AI model effectiveness
  • ADOPTION: Low employee trust and adoption of AI HR tools

Opportunities

  • PERSONALIZATION: AI-powered personalized learning pathways
  • AUTOMATION: Automate 60% of routine HR administrative tasks
  • PREDICTIVE: Implement predictive retention and engagement models
  • CHATBOTS: Deploy HR service chatbots for 24/7 employee support
  • SCHEDULING: AI-optimized workforce scheduling across locations

Threats

  • PRIVACY: Growing employee concerns about AI data privacy
  • BIAS: Risk of algorithmic bias in recruiting and promotion systems
  • REGULATION: Emerging AI regulations affecting HR applications
  • RESISTANCE: Employee resistance to AI-driven workplace changes
  • COMPETITION: Healthcare competitors advancing HR AI capabilities

Key Priorities

  • UPSKILL: Build AI literacy and capabilities across HR organization
  • ETHICS: Develop comprehensive AI ethics framework for HR
  • INTEGRATE: Consolidate AI solutions into unified HR platform
  • EXPERIENCE: Focus AI implementation on enhancing employee experience