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.

Our Product Development and Management groups are vital to our success and are leaders in driving the future growth of UnitedHealth Group. Success in these careers relies on many factors, your ability to deal with ambiguity, your ability to adapt and embrace change, and a long-term commitment to making health care better for everyone. This role is internal and externally facing, cross-functional, and will work collaboratively with end-users, product management, change management, field resources, operations, engineering, and other teams to create and maintain a positive and effective product experience.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Gather appropriate information and perform initial problem investigation to determine scope and depth of problem
• Applies understanding of technology to influence and assess feasibility of solutions
• Incorporates and optimizes non-functional requirements into solutions
• Critically reviews and interprets the results of analyses to identify evidence-based best practices, evaluate solutions and determine critical findings
• Effectively communicates with business stakeholders and technical teams
• Ability to understand/ suggest opportunities of various technologies in the context of experience
• Proactively researches emerging trends and develops strategic recommendations
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Identify and communicate steps/solutions to customer problems/issues, using established guidelines where available (e.g., workarounds, functionality descriptions)
• Ensure proper documentation of customer problems/issues (e.g., research conducted, steps required, final resolution)
• Develop and sustain productive relationships with customers
• Manage customer conversations appropriately (e.g., provide a good first impression, command attention and respect, demonstrate confidence, defuse frustration)
• Apply knowledge of applicable Service Level Agreements (SLAs) when interacting with customers
• Maintain ongoing communications with customers during the resolution process to communicate status updates and other required information
• Identify recurring product problems/issues for inclusion in applicable support documentation
• Identify and implement revisions to appropriate knowledge resources to drive resolution of applicable problems/issues, as needed (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
• Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)
• Identify and communicate needed changes to product documentation to appropriate internal resources (e.g., Product Team, Regulatory & Compliance)
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's Degree or equivalent experience
• 5+ years healthcare delivery experience, including provider network, contracting, clinical decision support, EMR systems and health systems
• Applied expertise in technology, process, and workflows leveraged by product
  • Demonstrate knowledge of applicable technical platforms
  • Demonstrate knowledge of applicable product functionality, features, etc.
  • Demonstrate knowledge of applicable industry regulations/standards
• Extensive familiarity with many technologies and applies knowledge to drive enterprise direction
• Assist in the installation and testing of new software and procedures relating to the applicable products, identify inefficiencies and coordinate problem resolution
• Provide product training, as applicable (e.g., to customers, other team members, etc.)
• Ensure adherence to applicable quality standards (e.g., product quality, call quality, ticket quality, customer satisfaction)
• Proven willingness to manage a team of resources and provide direction
• Demonstrated ability to influence teams and prioritize deliverables
• Proven organizational skills
• Demonstrated ability to be flexible
• Proven self-starter who can operate well in a changing environment and sometimes ambiguous environment
  

Preferred Qualifications:

• Advanced degree or certification, such as MBA degree or PMP certification
• Experience using data and research to formulate logical business recommendations
• Proven results in building programs that improve quality and provider experience
• Deep background and/or understanding of the healthcare industry, clinical care management experience
• Demonstrated ability to balance strategic thinking with the urgency to drive work forward
• Proven to adapt quickly to changes in work direction and able to pivot work accordingly
• Proven creative problem solver
• Proven naturally curious
• Proven team player with strong ability to form working professional relationships
  

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $101,200 to $184,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.