People Experience Specialist

Requisition Number: 2371206
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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The People Experience Specialist is responsible for providing end-to-end support to employees and managers on HR-related queries while ensuring high standards of customer experience, process adherence, and operational excellence. The role also includes floor support, knowledge sharing, and continuous improvement initiatives.
Primary Responsibilities:

• Answer calls from Associate Specialists who contact the SME line
• Educate Associate Specialists on each contact by showing them where to locate the answers to their questions
• Act as a "Supervisor" for escalated calls; take needed action to course correct and diffuse the situation
• Identify team training opportunities and trends via SME line to reduce volume
• Seize and act on opportunities to provide operational feedback to Associate Specialists to educate, course correct and reduce call volume
• Identify and communicate SME line call patterns/trends to leaders
• Work in partnership with Quality and Training team to learn from each other, discuss trends identified via SME line and to provide recommendations for improvement needs
• Contribute to team meeting topics to educate the team, reduce calls to SME Line, and improve the overall customer experience. Some examples include but are not limited to:
  • Share themes or tips
  • Educate team on recent hot topic (received from SME line interactions)
  • Go through a case study
  • Solicit feedback on a specific process
  • Represent Employee Center, in partnership with Operational Support Analyst, in assigned monthly partner meetings (i.e., Disability and Leave Services, Payroll, HR Ops etc.)
  • Build SME knowledge become a "go-to" for leadership and team on hot topics, questions, concerns within assigned domain
  • Anticipate the team's questions and informational needs
  • Gather insights and solicit feedback routinely from the team on peak trends or hot topics
    • Ex. Solicit feedback on W-2 solution following W-2 season and share with business owner. Follow other peak events
  • Partner with leader on learnings, concerns and impacts to team
• 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 regard 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:

• Any course or equivalent experience
• College graduate, College Undergraduate, Highschool Graduate or SHS Graduate
• 2+ years of experience call center
• 1+ years experience of working knowledge of Employee Center policies and procedures
• Intermediate level of proficiency with all Employee Center contact channels and systems
• Demonstrated ability to consistently meet or exceeds performance metrics and expectations
• Demonstrated ability to analyze problems and situations to uncover root causes
• Demonstrated ability to develop and maintain productive relationships within the team
• Demonstrated ability to contribute to the team's success by looking for and acting upon ways to streamline processes and accomplish team goals
• Demonstrated ability to promote teamwork and collaboration within the team
• Demonstrated ability to multi-task and demonstrate solid follow-up
• Willing or ability to work night shift
• Proven organized with solid attention to detail
• US Holiday

Key Competencies:

• Solid communication skills (especially email writing and interpretation of queries)
• Good understanding of US HR processes and policy interpretation
• Proficiency in Microsoft Office Suite
• High adaptability and flexibility in dynamic work environments
• Solid sense of integrity, ownership, and empathy

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.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.