Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Cebu City

Description

Position Description

Challenge can often be it's own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At Optum, part of the UnitedHealth Group family of businesses, you can have all of the above, every day. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. 

As a Senior Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. 

Primary Responsibilities:
Serve as a resource or Subject Matter Expert for team members or internal customers
Handle escalated calls, resolving more complex customer issues
Demonstrate outstanding service to identify the source of the caller's issue and work to resolve inquires in a timely and professional manner
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Contact care providers (doctor's offices) in behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and re-assuring them to become self-sufficient with our tools

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions. 

Required Qualifications:

5 years of total BPO experience

At least 2 years in college

At least 6 months of SME experience or 3 years of experience as an agent

Technical Support


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 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. © 2019 Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Keywords: Senior Customer Service Representative,  Sr. Customer Service Representative CSR, Customer Service, BPO, Call Center, SME, Subject Matter Expert, Technical Support, Cebu City, Cebu, Night Shift


Job Details
Requisition Number
819926
Job Title
Senior Customer Service Representative - Cebu City, Cebu
Job Family
Customer Services
Business Segment
Optum Operations
Job Location Information

Cebu City
Philippines
Asia Pacific
Additional Job Detail Information

Employee Status
Regular
Schedule
Full-time
Job Level
Shift
Evening Job
Travel
No
Telecommuter Position
No
Overtime Status
Exempt

About the company

Our mission is to help people live healthier lives and to help make the health system work better for everyone.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 85 million people worldwide.

Our biggest point of differentiation is our people - and the collective talent, energy, intelligence and drive our force of 188,000 individuals around the world bring to our mission every single day. So, how do we do it? With our every action, interaction and intention that demonstrates the five fundamental values that guide everything we do:

• Integrity
• Compassion
• Relationships
• Innovation
• Performance

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