Job Description

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.Positions in this function are responsible for evaluating and resolving calls in the Employee Center. This position makes uses of policy documents, knowledge bases, manuals and other tools in the day to day resolution of employee calls to the Employee Center.Primary Responsibilities:

• Addressal and closure of questions about human resource topics (hire to retire) that comes from the employees/ex-employees/third party
• Help in assisting and supporting team members across sites with queries and escalations
• Aiding team members to achieve business metrices
• Maintain SLAs of phone calls, emails and web tickets that bags full employee service delivery
• Work through multiple channels of correspondence and document thru conversations with employee/ex-employee/third party
• Problem solving and decision making using available knowledge and other resources
• Active participation in process improvements programs
• Engagement readiness to facilitate HR services partners and business leaders
• Prioritization of critical/complex task, collaboration with internal/external members to table an effective solution
• Participation in the sessions that benefits to keep self and the team up to date in regard with the policies, procedures, system, and tools
• Engage with manager to discuss, plan, and execute self-development programs
• Basic, structured, standard approach to work
• 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

Competencies:

• Soft Skills (Probing skills, Listening etc.)
• Adaptable and flexible
• Adequate knowledge of Microsoft Office products
• Integrity & compassion

Eligibility
To apply to an internal job, employees must meet the following criteria:

• SG 23 & SG 24 can apply, SG 24 will move laterally
• Minimum duration of 12 months of continuous service in their current grade and position
• Performance rating in the last common review cycle of \xe2\x80\x9cMeets Expectations\xe2\x80\x9d or higher
• Not be on any active CAP (Corrective Action Plan) or active disciplinary action

Required Qualifications:

• Graduate (in any discipline)
• 2-3 years of experience into customer/employee service environment
• Proven excellent verbal and written communication
• Open to work in flexible & rotational shift timings (11:00 AM to 01:00 AM IST)
• Flexible Work environment based on business guidelines (WFH, Work from office)
• Minimum 8 hours/day login to support HR contact center (HR call center)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone\xe2\x80\x93of every race, gender, sexuality, age, location and income\xe2\x80\x93deserves 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 \xe2\x80\x94 an enterprise priority reflected in our mission.

UnitedHealth Group