associate director for Customer Service - alabangUnitedHealth Group

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of iProvides leadership to and is accountable for the performance of managers and/or senior level professional staff.
Primary Responsibilities:
Owns an end-to-end process
Develops functional, market level, and/or site strategy, plans, production and/or organizational priorities. Identifies and resolves technical, operational and organizational problems outside own team. Product, service or process decisions are most likely to impact entire functions and/or customer accounts (Provide Phone Support to Drive Resolution of Caller Questions/Issues
Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerout
Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)-Gather appropriate data/information and perform in
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel,knowledge bases, product manuals, SharePoint)
Develop and Maintain Productive Relationships/Interactions with Callers
Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confi
Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
Demonstrate Business/Industry Knowledge
Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)
Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies-Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
Provide Consulting/Education on Caller Issues/Trends
Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
Educate callers on available products/services (e.g., features, functionality, options, additional offerings, preventive services, age-related services)
Educate callers on self service resources available to them, and on their responsibilities with regard to their health care coverage
Refer callers to other resources applicable to their questions/issues, where appropriate (e.g., pharmacists, prior authorizations, billing department)
Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, bus
Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
Participate in customer site visits, as needed (e.g., to obtain feedback, provide education, clarify support processes, highlight company performance)
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 or equivalent work experience
Minimum of 10+ experience in leadership, healthcare, customer service or patient experience-related field
3+ years healthcare operations background
5+ years of experience monitoring quantitative and qualitative performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire consumer experience
Experience in guest/customer service resolution and recovery
Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
Basic knowledge of training curriculum development
Strong facilitation and organizational development skills
Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
Access to reliable transportation that will enable you to travel to client sites
Proven time and resource management skills
Willing to work on US shift and be assigned in Alabang
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
UnitedHealth Group

Alabang, Muntinlupa City
Permanent
Full-time