Associate People Experience Specialist

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Associate People Experience Specialist is required to perform their duties by aligning them self-100% on regular employee queries sourced through Web, Chat or Calls.

Primary Responsibilities:

• Responsibilities are distributed in these mentioned categories – Processing of Web & Chat cases. Handling Employee inquiries through calls as well
• Web Cases, Web Chat & handling Inbound Calls
  • Work on the Web cases, Web Chat request in line with the SLA
  • Handling Inbound calls
  • Framing of cases and keep track of TAT/SLAs
  • Provide with resolution to employees queries with complete documentation
  • Adhering to all US SOPs and case formats/protocols
  • Educate employees regarding the available resources to promote self-service
• 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:

• Contact Center Support
  • Ability to provide support to employee contact center with complete documentation in line with set guidelines
  • Ability to understand US culture and its appropriate implementation to individual approach and case processing
• Ability to take initiatives and learn / share Senior Advisor’s responsibilities.
• Report upgradation need in the solution/process
• Ability to engage in Trainings for individual development
• Ability to acquire Subject Matter Expertise (SME) in key topics
• Ability to cultivate and maintain healthy relationships, ensuring smooth communication with US counterparts

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.