Supervisor Training - Quezon City, NCR
UnitedHealth Group
Quezon City, National Capital Region, PH
6d ago

Primary Responsibilities :

  • Establishes training strategies and approaches
  • Identifying and maintaining training best practices and trends
  • Implementation of training solutions
  • Managing internal and external staff and resources
  • Driving training value and impact
  • Additional duties include (Operational Training) : Knowledge of the Business and Operational Platforms Collaborates with appropriate resources (e.
  • g., instructional designers, business partners, SMEs, business leadership) to identify applicable business needs to be addressed in training Demonstrates understanding of upstream / downstream impacts of the applicable operational processes (e.

    g., first-call resolution, claims accuracy, timelines), including their impact on customers / consumers / providers Demonstrates understanding of applicable business structures and strategies (e.

    g., business segments, Benefits vs. Services, interrelationships) Identifies and leverages appropriate internal resources in order to address issues that may impact the learning process Enriches client satisfaction Establishes credibility with clients to enhance client outcomes (e.

    g., knowledge of the healthcare and insurance industries, market specific information, best practices) Demonstrates understanding of client business requirements to ensure that their needs are being met Serves as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by all stakeholders Proactively contact clients as needed to ensure effective delivery of our solutions and solicit customer feedback Demonstrates understanding applicable systems / procedures in order to provide appropriate information to clients (e.

    g., workflows, claims processing systems, claims payment methodology) Identifies client scenarios that are not meeting mutual needs, and recommend appropriate course of action (e.

    g., unneeded solutions, unprofitable business, inability to meet expectations) Evaluates and analyzes client satisfaction metrics / data (e.

    g. satisfaction surveys, VOP, etc) to identify opportunities for improving client outcomes, and take appropriate action Drives Issue Resolution Identifies and coordinates internal resources across multiple business units to address escalated client situations Advocates for the client with internal audiences to ensure that client needs are being met Manages client expectations to ensure understanding of our capabilities and limitations Escalates client issues to appropriate resources, as needed (i.

    e., when to escalate, whom to notify) Executes resolution of client issues, as needed Drives / participates in effective implementation and delivery of new client services / solutions, in collaboration with implementation teams Ensures that client issues are resolved to mutual satisfaction (e.

    g., information gathering, follow-up, timeliness) Synthesizes and communicates information on client issue status and resolution to appropriate internal / external stakeholders Manages Relationships with Stakeholders Creates partnerships with clients to foster open lines of communication and drive identification of ongoing business opportunities and issues Manages assigned accounts, as needed (e.

    g., manage the relationship, maintain ongoing contact, drive issue resolution, ensure proper service delivery) Coordinates with other internal functions and business leaders to complete projects and address ongoing service needs Develops / manages relationships with external stakeholders (e.

    g., payers, brokers, providers, vendors) to identify their needs and ensure proper delivery of our services / solutions, as needed Facilitates developments on Client Services / Solutions Demonstrates understanding of the healthcare and insurance industries Provides recommendations to internal stakeholders to improve effective implementation / delivery of our client services / solutions Recommends new or enhanced client services / solutions to internal stakeholders, based on client feedback Provides consulting / advice on the effective implementation / delivery of our client solutions Educates new clients on the use of our services / solutions Provides guidance to clients on services / solutions that we don't offer but are available from other sources

  • 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

    Required Qualifications :

  • Undergraduate degree or equivalent experience
  • 3 yrs supervisory experience - handled ramp 400 headcount
  • Good in Excel
  • Reporting
  • People management
  • Min 5 trainers (handled & support)
  • Strong training background, Designing, existing supervisor in training
  • Okay with flexible sched
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