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:

• Manages and is accountable for professional employees and/or supervisors

• Impact of work is most often at the local level

• Sets team direction, resolves problems and provides guidance to members of own team

• May oversee work activities of other supervisors

• Adapts departmental plans and priorities to address business and operational challenges

• Influences or provides input to forecasting and planning activities

• Product, service or process decisions are most likely to impact multiple groups of employees and/or customers (internal or external)

• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)

• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)

• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue

• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed

• Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)

• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)

• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)

• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)

• Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)

• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)

• Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)

• 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

• Bachelor’s degree

• At least 4 years as Operations Manager/Team Manager

• Strong appetite for leadership and management tasks.

• Demonstrated ability to review metrics, ensure team efficiency, and contribute to team success.

• Excellent program planning and execution skills

• Strong analytical skills; very detail-oriented

• Strong decision-making and problem-solving skills

• Excellent communication and listening skills.

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.