Job Pitch

WHO WE ARE

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
• We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
• As part of a Fortune 4 enterprise, we are improving the health care experience of over 125 million people around the world.
• We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.
• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together

WHAT WE OFFER

• Market Competitive Pay Levels
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Fee Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

Job Description

Job Description

Positions in this function are responsible for all aspects of quality assurance within the Customer Service or Billing job family. Conducts audits and analysis and provides feedback to reduce errors and improve processes, design, and performance. Work is frequently completed without established procedures.

• Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
• Define/recommend process improvements to meet current and future customer service needs/standards
• Ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify/communicate opportunities for improvement) 
• Ensure appropriate usage of available resources by agents to respond to callers (e.g., applicable scripts, Subject Matter Experts) 
• Work directly with agents/staff to improve overall performance (e.g., focus groups) 
• Define Quality guidelines/programs to address identified issues and emerging business needs (e.g., newly acquired companies) 
• Identify/anticipate future business needs based on changes in the internal and external environment, and provide recommendations to meet those needs
• Perform Quality audits and analyze results to determine process improvement opportunities 
• Review/monitor results of appeals work and escalate as necessary (e.g., rebuttals)

Qualifications:

• At least 2 years completed in college
• Must have a work experience being an SME or QA
• At least 1 year customer service experience as a Mandarin speaking representative
• Knowledgeable in in MS Word, Excel and Outlook
• Should be fluent in Mandarin and English, both speaking and writing
• Healthcare experience is a plus but not preferred
• Willing to work onsite

Soft Skills:

• Strong problem solving skills and the ability to remain calm and organized
• Excellent customer service skills
• Adaptable and flexible with situations and schedules
• Must have a proven history of providing empathetic and courteous service
• Strong interest in international relations and current events
• Proven ability to make critical decisions independently without supervision

Qualification Required

• Undergraduate