hc sr. Service advisor - taguig city, ncrUnitedHealth 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)
The Senior HC Service Advisor will spend 40-50% of their time on cases processing regular employee queries (phone/web/emails) as well as SME cases (assigned queries from advisors typical Tier 2 queries). For the remaining time Senior HC Service Advisor will provide floor support and act as an escalation point for callers requesting a supervisor, provide guidance and oversight when leadership are unavailable, support or lead short duration projects and develop expertise in subject areas.
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:
Case Management
Process SME cases and work to improve Tier 1 capability to absorb as much work within HRdirect team and less assignment to Tier 2. Acquire Subject Matter Expertise (SME) in key topics
Help with regular employee queries/Tier 1 cases on high volume days and as needed to maintain call handling skills, content and process knowledge
Take escalation calls for employees asking for supervisor. Conduct the call, support the individual and resolve the issue. Document the results and provide coaching to the Service Advisor that was supported
Support in handling WFM planning for APAC along and provide backup coverage for EMEA and other location if required. Also flexible to be jump on calls or changing of shift whenever required
Advisor Support & Assistance
Provide support to the Service Advisors on more complex and difficult queries. Provide answers at point of need as well as submit to training for potential team level communication
Farming of emails/cases and keep track of TAT/SLAs
Acquire Subject Matter Expertise (SME) in key topics. Develop expertise and support the development of training materials or communications, as needed. Cadence with all SMEs to calibration on knowledge on different domains. Conduct trainings for Tier 1 advisors (e.g. uptraining, refresher training) as necessary. Participate and lead in new hire training if applicable.
Audit cases of frontline advisors and provide coaching if required for improvement
Provide coverage for the leadership/manager when they are unavailable (PTO, off-sites, training, leadership meetings, etc.). Act in their absence by providing guidance and support to the staff, as requested
Support in other team requirements like transport, shift change, training, recreation, leave and time card etc.
Close loop DSAT/ escalation (call back and close loop query addressal)
Innovation Value/Special Projects
Build rapport with Tier 2 members for better support and faster turnaround
Collaborate with COEs & HCCs for process improvement
Handle escalations of employees or HCC/COE group and support HRdirect leadership accordingly
Participate in or lead short duration projects such as tests of new processes, improvement initiatives, technical changes, etc.
Collaborate cross country SME and managers to share learning and implement
Flexible to handle any ad-hoc responsibilities
Provide feedback and gap areas to KM team/manager for update and coach team accordingly
Creating Employee Experience
Make Reachability and Customer Service a Priority
Connect emotionally with the audience
Exhibition of organization core values
Readiness to extend stepwise guidance in order to promote self-service
Employee Engagement
Take the lead in planning and driving employee engagement activities within team as well as company-wide activities
Drive corporate social responsibility and be involved in 1-2 activities per year
Actively participate in creating, communicate and implement Employee & Provider Experience Survey Action Plans
Drive activities that promote mental health keeping advisors engaged and stay connected
Support & Manage Change
Support manager bringing changes coming from HCS/ HC Partners
Communicate any company policy/procedure changes to the team
Propagate teamwork and prosper relationship
Analyzes and investigates
Provides explanations and interpretations within area of expertise
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/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)
Helpful, patient and CSAT-oriented with drive for innovation and process improvement initiatives
Preferred Qualifications:
Experience with case management systems
HR experience
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)
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 Sr. Service Advisor, Senior Service Advisor, Service Advisor, Customer Service, HR, Human Resources, Human Resource, Taguig City, NCR, National Capital Region
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time