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 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. 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 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
Monster

Taguig City, Metro Manila
Permanent
Full-time