Operational Trainer – Makati City

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.

Primary Responsibilities:

• Classroom Training Facilitation and Management 
  • Conducts training sessions as dictated by the facilitator guide of the new hire and upskill curriculum
  • Supervise agents in training and ensure that knowledge transfer is successful
  • Conducts assessment process and ensures success of agent through coaching and additional refreshers as needed
  • Complete administrative tasks to include sending of daily training reports, new hire performance dashboard, performance tracker, traffic light sessions etc. 
  • Assist in issuing corrective actions necessary for each instance of altercation committed by the trainee
• Nesting Floor Support 
  • Coordinates, supervises and is accountable for the daily activities of  team members during nesting
  • Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, NPS and AHT
  • Coordinates work activities with supervisors, managers, other departments, etc. 
  • Provides expertise and customer service support to members, customers, and/or providers
  • Conduct coaching sessions with agents in nesting
  • Conduct Side by Side (SBS) call listening and coaching session with the advocates
• Strengthen Operations Support 
  • Conduct Training Needs Analysis and determine the appropriate training support needed by outlier associates
  • Create training materials and facilitate communications refresher training
  • Support Operations’ drive for performance through call listening and one-on-one coaching sessions
• Data Gathering and Reporting 
  • Gathers reports to be able to update the team on KPI performance
  • Inform Managers/other Trainers, SMEs on any issues/challenged encountered during floor walks
  • Escalate critical information such as issues and challenges encountered by the team to Operations and Training Management
• 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:

• Undergraduate / College graduate
• 2+ years of presentation and facilitation experience
• 2+ years of experience working with adult learning theory and principles

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.