UnitedHealth Group Wellness Coach - Taguig City, NCR in Taguig City, Philippines
Don't wait to apply.
We have training classes starting soon that are designed to set you up for success! You want more challenge.
You want more opportunity.
Even more, you want the chance to make an impact the lives of others.
We want more people like you.
When you join us as a Customer Service Advocate for Optum, part of the UnitedHealth Group family of businesses, you'll have the opportunity to make a difference in the lives of our health plan members each day as they look to you as their trusted advisor and advocate.
You'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day.
Always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support.
You'll help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan.
You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information.
Here, you'll join us on a mission to deliver the best customer service in the health care industry.
Your compassion and customer service expertise combined with our support, training and development will ensure your success.
This is no small opportunity.
This is where you can bring your compassion for others while doing your life’s best work.(sm) To learn even more about this position, hear from other Customer Service Advocates.
Click here to watch a short video about the job: http://uhg.hr/customerserviceadvocate1 (Note: these videos are labeled with our internal job title of Health Advisor) Primary Responsibilities: Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues Provide education and status on previously submitted pre-authorizations or pre-determination requests Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance Receive inbound calls and make outbound calls to enroll and coach members on healthy lifestyle goals Review Health Assessment and Biometric values to provide education on risks associated and create a wellness plan Build rapport with members, using tone, engagement skills, warmth, and connection to convey genuine interest, curiosity, and trust Present wellness programs with confidence to establish credibility and interest Evaluate appropriateness for wellness using program established exclusionary criteria/assessment Conduct telephonic Health Consult consultations by providing evidence based information Use different behavioral modalities to discern readiness and motivation for change Ask probing and open ended questions to assess current wellness knowledge, skills, and motivation to determine program that meets individual desires Identify additional concerns (e.g., medical needs, emotional issues) requiring resources not in scope of wellness program and provide relevant resource or referral information Provide online resources (Website) or support materials (Wellness packets, pedometers, Nicotine Replacement Therapy) to assist in achieving member’s wellness goals Provide culturally competent intervention and strategy when working with a diverse population Meet or exceed monthly coach satisfaction expectations to maintain perceived value and strengths to the individual consumer and capture feedback for individual development goals Perform a call flow that meets set criteria and is consistent with standard protocols and quality metrics Required Qualifications: BS Nursing with Active Ph RN license At least 1 year clinical experience OR BS Nutrition & Dietetics with Active Ph RND license At least 1 year BPO voice US account experience OR BS Physical Therapy with Active Ph PT license OR BS Psychology with Active Ph Psychologist license At least 1 year counselling experience or1 year BPO voice US account experience OR 4 Year College Degree With or without Active Ph Teacher license At least 1 year health/physical education teaching experience (Health Education, Physical Education, Exercise Science/Kinesiology) OR 4 Year College Degree with Active Certification as Personal Trainer At least 1 year personal trainer (exercise) experience in Health Related Field Training and Skills Competencies: Detail oriented with strong organizational skills and multitasking abilities Computer skills and technical aptitude Call center/Sales/Customer service skills Has good grasp of English language; Language skills are not a barrier to effective coaching including use of fillers, inflections and sighs Ability to handle a conversational call (not scripted) Ability to open call smoothly, find record promptly during discussion without cause of further delay and close call concisely including setting up expectation for next call Ability to employ active listening (Appropriate follow up questions and lack of repeated questions on same topic) Ability to use open ended questions, genuine affirmations and reflection during calls Ability to set up SMART goals in relation to customer needs Ability to connect / sync up with consumer Ability to develop and sustain There are several steps in our hiring process.
It’s a thorough process because we want to ensure the best job and culture fit for you and for us.
In today's ultra-competitive job market, the importance of putting your best foot forward is more important than ever.
And you can start by completing all required sections of your application.
profile, history, certifications and application/job questions).
Once you submit your resume, you'll receive an email with next steps.
This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process.
You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you.
After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail. Careers with Optum.
Here's the idea.
We built an entire organization around one giant objective; make health care 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.
© 2017 Optum Global Solutions (Philippines) Inc.
All rights reserved. Job Keywords: Engagement Specialist, Phone Support, Customer Service Representative, CSR, Customer Service Specialist, Customer Advocate, Customer Service Associate, Customer Service Agent, Call Center Specialist, Call Center Agent, Client Service Representative, Customer Care Representative, Contact Center Representative, BPO, Business Process Outsourcing, Taguig City, NCR, National Capital Region ff62841e-d619-4fd5-878f-ebb6ef095800
Wellness Coach - Taguig City, NCR Philippines-Taguig City 709890