CSR in Alabang, Muntinlupa to start on May 2024

6 days ago


Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time

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.Support business need and maintain key knowledge by responding to phone calls.Learn to multitask and navigate multiple resources/systems at one time.Develop through ongoing coaching from leaders, peers, and the team's subject matter experts (SMEs). REQUIRED QUALIFICATIONSBachelor's Degree in any course.At least 2 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.Experienced in having CST time zone and hybrid shifts PREFERRED QUALIFICATIONSBackground with US HR Voice Operations is an advantage but not required. WHAT WE OFFERNight shift (Central time) Hybrid set-up (3x on-site)Fixed Term ContractAll assets are providedMarket Competitive Pay LevelsLife and Disability InsurancePaid Time-Off BenefitsEmployee RecognitionTraining and Staff DevelopmentEmployee Volunteerism OpportunityAll Mandatory Statutory Benefits WHO WE AREOptum is a part of the UnitedHealth Group, a Fortune 5 company, serving 125 million individual consumersWe are a diverse company with over 189,000 employees worldwide and over 14,000 employees in the PhilippinesWe are a leader in nearly every aspect of today's health care landscapesWe leverage on having the largest single proprietary network of physicians, hospitals, health facilities, and caregivers in the United States. At Optum, we believe that what makes you special can inspire your life's best work. Join us today and unlock a world of rewards and benefits for performance, career growth, work-life balance and the opportunity to pursue your passion.z Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.
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