hc Service advisor - taguig city, ncrOptum

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 evaluating and resolving calls in the HRDirect Service Center. 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:
Evaluating and resolving calls in the HRDirect Service Center. This position makes uses of policy documents, knowledge bases, manuals and other tools in the day to day resolution of employee calls to HRdirect 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
Basic, structured, standard approach to work
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:
Graduate degree or equivalent experience
Flexible onsite and work at home
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action 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. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: HC Service Advisor, US Contact Center, Taguig City, NCR, National Capital Region
Bossjob

Taguig City, Metro Manila
Permanent
Full-time