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Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Case Management

• Process SME cases and work to improve Tier 1 capability to absorb as much work within HRdirect team and less assignment to Tier 2. Acquire Subject Matter Expertise (SME) in key topics

• Help with regular employee queries/Tier 1 cases on high volume days and as needed to maintain call handling skills, content and process knowledge

• Take escalation calls for employees asking for supervisor. Conduct the call, support the individual and resolve the issue. Document the results and provide coaching to the Service Advisor that was supported

• Support in handling WFM planning for APAC along and provide backup coverage for EMEA and other location if required. Also flexible to be jump on calls or changing of shift whenever required

• Advisor Support & Assistance

• Provide support to the Service Advisors on more complex and difficult queries. Provide answers at point of need as well as submit to training for potential team level communication

• Farming of emails/cases and keep track of TAT/SLAs

• Acquire Subject Matter Expertise (SME) in key topics. Develop expertise and support the development of training materials or communications, as needed. Cadence with all SMEs to calibration on knowledge on different domains. Conduct trainings for Tier 1 advisors (e.g. uptraining, refresher training) as necessary. Participate and lead in new hire training if applicable

• Audit cases of frontline advisors and provide coaching if required for improvement

• Provide coverage for the leadership/manager when they are unavailable (PTO, off-sites, training, leadership meetings, etc.). Act in their absence by providing guidance and support to the staff, as requested

• Support in other team requirements like transport, shift change, training, recreation, leave and time card etc.

• Close loop DSAT/ escalation (call back and close loop query addressal)

• Innovation Value/Special Projects

• Build rapport with Tier 2 members for better support and faster turnaround

• Collaborate with COEs & HCCs for process improvement

• Handle escalations of employees or HCC/COE group and support HRdirect leadership accordingly

• Participate in or lead short duration projects such as tests of new processes, improvement initiatives, technical changes, etc.

• Collaborate cross country SME and managers to share learning and implement

• Flexible to handle any ad-hoc responsibilities

• Provide feedback and gap areas to KM team/manager for update and coach team accordingly

• Creating Employee Experience

• Make Reachability and Customer Service a Priority

• Connect emotionally with the audience

• Exhibition of organization core values

• Readiness to extend stepwise guidance in order to promote self-service

• Employee Engagement

• Take the lead in planning and driving employee engagement activities within team as well as company-wide activities

• Drive corporate social responsibility and be involved in 1-2 activities per year

• Actively participate in creating, communicate and implement Employee & Provider Experience Survey Action Plans

• Drive activities that promote mental health keeping advisors engaged and stay connected

• Support & Manage Change

• Support manager bringing changes coming from HCS/ HC Partners

• Communicate any company policy/procedure changes to the team

• Propagate teamwork and prosper relationship

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate/Post Graduate preferably in Human Resources or Business with at least 2 years of direct customer service experience, preferably in an inbound call center environment

• Proficient with MS Office (Word, Excel, PowerPoint, Professional email)

• Must be able helpful, patient and CSAT-oriented with drive for innovation and process improvement initiatives

Preferred Qualifications:

• Experience with case management systems

• HR experience

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.