Associate People Experience Specialist

4 days ago

Ayala Alabang, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱900,000 - ₱1,200,000 per year

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:

  • Respond to employee questions and inquiries received via phone, chat and web
  • 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 calls and code as appropriate for reporting purposes
  • Properly identify and escalate complex issues to Tier 2 partners
  • Respond to callers in a polite and courteous manner, projecting patience, empathy and compassion
  • Provide consultation to employees on where they can obtain the information on their own in the future
  • 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

Required Qualifications:

· Bachelor's Degree in any course.

· At least 3 years + of total work experience.

· years of solid experience in a pure voice US-based BPO setting.

· At least 2 consecutive years of empolyment in the most recent company.

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

Preferred Qualifications:

· Background with US HR Voice Operations is an advantage but not required.

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