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 excellent customer service and support to our APAC-based employees and managers. Your daily work requires knowledge of a breadth of employee questions, as well as phone-based customer interaction to answer and resolve a wide variety of human resources related inquiries and problems. If you are ready to begin a promising career with a Fortune 5 healthcare leader, we urge you to come and apply your skills.

Primary Responsibilities:

Provide customer service and support for inbound calls/emails relating to employee and manager questions on human resources related topics Quickly and accurately identify and assess customer/employee needs and take the appropriate action steps to satisfy those needs Probe for information to determine if the question can be answered immediately or if it needs to be routed to a different area Document calls and research as appropriate Solve problems systemically, using sound business judgment and follow through Respond to callers in a polite and courteous manger, projecting patience, empathy, caring and sincerity in voice tone and words Establish rapport over the phone quickly, and remain positive Provide consultation to employees and managers regarding where they can obtain the information in the future Calmly and effectively handle challenging callers Outstanding attendance record is critical, along with consistently meeting established productivity, schedule adherence and quality standards Continuously recommend process improvements and future enhancements/best practices for current processes 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

Competencies:

Problem Solving Customer Service Flexible and adaptable Communication Multi-tasking

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) Willing to work onsite in the 3:00 PM-12:00 AM Shift Monday-Friday

Preferred Qualifications:

Experience with case management systems HR experience

Soft Skills:

Solid verbal and written communication skills Excellent problem identification and resolution skills Ability to interact and work with all levels of employees Ability to work independently and manage multiple tasks Ability to work a flexible schedule

Physical Requirements and Work Environment:

Extended periods of sitting at a computer and use of hands/fingers across keyboard or mouse Office environment

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.