Supervisor Training

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Positions in this function are responsible for management of one or all of the Training functions of Design, Delivery and Delivery – Operational.

Primary Responsibilities:

• Training
  • Conduct refresher and New Hire training
    
  • Assist the Training Team in developing materials and guides for advocates by utilizing the information gathered from the consolidated FAQs and other related reports
• Data Gathering and Reporting
  • Track, consolidate, and report the following:
    • Information received from advocates during floor walk
      
    • Questions received through Teams and during floor walk
      
    • Advocates who frequently escalate queries/calls
      
    • Escalation reasons
      
    • Invalid open intents/ cases and root causes
      
    • AMs – for coaching purposes
      
    • TMs – for development of Training materials
      
  • Inform Managers on any issues/challenged encountered during floor walks and advocate touch base
    
  • Escalate critical information such as issues and challenges encountered during floor walks to Operations Management
    
  • Conduct Side by Side (SBS) call listening and provide the findings/observations to the following stakeholders:
• Floor Support
  • Answer advocate queries
    • Via floor walk
      
    • Via Teams messaging (chat)
      
  • Refer advocates to a particular Knowledge Central article
    
  • Take escalated calls
    
  • Call customers back as necessary
    
  • Support Manager on Duty (MOD) on real-time monitoring
• Other Tasks
  • Depending on the business need, the following tasks may be required/changed:
    
  • Attend calibration sessions
    
  • Attend QA and Training forums
    
  • Attend Ops meetings
    
  • Conduct drills and coaching sessions
• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
• 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 (Any course)
• 5 Learning Solutions Training
• Coaching, knowledgeable in Data analytics, Performance management, Client & stakeholder relationship management

Preferred Qualification:

• Lean certification (Instructional Design)

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.

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