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.

This position is responsible for ensuring high quality user experience for Optum Health credentialing teams in the MD-Staff credentialing system. This role will serve in a management and reporting capacity for systems support and help desk tickets submitted into the MD-Staff work queue. This includes managing ticket volumes, triaging, forecasting and trending reports, escalation of aging tickets, vendor management, and operational reporting support. 

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

Primary Responsibilities:

• Conduct issue resolution and provide live support for users within Optum Health credentialing teams on the credentialing software platform
• Manage and monitor internal ticketing process for user support and enhancement requests
• Engage with vendor to identify repetitive, high-volume issues
• Work with the user-population to identify usability enhancements and engage with vendor to prioritize delivery
• Have knowledge of each area within credentialing platform to support users and troubleshoot issues in coordination with the vendor via email or virtual meeting, as necessary
• Proactively monitor and report on open and closed ticket status and metrics including TATs, escalate tickets not resolved to vendor and leadership in a timely fashion
• Primary point of contact for vendor’s Customer Success team
• Responsible for creating agenda and leading monthly Town Hall with vendor’s Customer Success Director and Optum Health credentialing teams live on the platform
• Responsible for security management including developing standard roles, setting up new roles, and modifying user roles within the platform
• Partner with internal training team on the development and review of training materials. Create job aids on an ad hoc basis as needed
• Assist in enterprise-wide data and operational scorecard reporting initiatives
• Monitor system stability and downtime

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:

• 1 years of experience in a production support role
• Intermediate proficiency with Excel (pivot tables, v-looks ups)
• Proficiency with MS Office Suite (Outlook, Word, PowerPoint)

Preferred Qualifications:

• Experience working in a healthcare administrative setting, preferably credentialing or within a credentialing software system
• Ability to communicate effectively, present ideas and provide excellent and timely customer service for users on credentialing platform
• Detail-oriented, well-organized and can multi-task effectively

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $58,300 to $114,300 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

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.