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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.

The Associate People Experience Specialist position is responsible for providing superior customer service to US based employees by quickly and accurately responding to questions via phone calls in the HRDirect Service Center. This includes providing support to employees with benefit, payroll and human capital related questions and inquiries as well as educate employees on the company’s self-service tools, resources and information. This position makes uses of policy documents, knowledge bases, manuals and other tools in the day to day resolution of employee calls to HRDirect.

Primary Responsibilities:

• Respond to employee questions and inquiries received via phone calls

• Identify and assess employee needs and take the appropriate action to respond

• Probe for information to determine the best course of action needed to accurately and effectively. respond to the employee’s question

• Document contacts and code as appropriate for reporting purposes

• Respond to callers in a polite and courteous manner, projecting patience, empathy, and compassion

• Provide consultation to employees on where to obtain the information on their own in the future

• Provide accurate and complete information during each interaction with employees to reduce volume and enhance the overall employee experience

• Work within company guidelines to ensure employee’s personal information is protected and secure

• Diffuse upset callers through demonstrating compassion, understanding and sound judgment

• Solve problems through troubleshooting and critical thinking

• Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures

• Complete special projects and assignments as required

• 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

Ongoing Developmental Responsibilities:

• Support business need and maintain key knowledge by responding to phone calls

• Learn to multitask and navigate multiple resources/systems at one time

• Resolve issues through applying an appropriate level of research and troubleshooting

• Diffuse challenging calls from further escalation through good listening, compassion, and call control

• Attend training to learn new content and refresh on processes as needed

• Develop through ongoing coaching from leaders, peers, and the team’s subject matter experts (SMEs)

• Apply constructive feedback for continuous improvement and growth

• Recommend process improvements to help drive efficiencies, knowledge, and consistencies in our procedures

• Complete projects or special assignments as required

Required Qualifications:

• Bachelor’s degree in any course

• At least 3+ years of total work experience

• 2+ years of solid experience in a pure voice US-based BPO setting

• Ability to do pure 8-hour long of voice calls or queuing experience

Preferred Qualification:

• Background with US HR Voice Operations

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/Affirmative Action 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.