This isn't packaged goods. It's a bigger challenge than that. Here you're making a difference in people's lives, starting with your own. Join us and start doing your life's best work.(sm)The M&R member site Ops Specialist will be responsiblefor managing site issues and work to get them fixed in a timely manner. The goal of this role is to improve SiteSatisfaction and Task Completion. Theywill be the central point of contact for a M&R view of site issues. They will also act as the UHCD contact toCustomer Service. Responsibilities include: Aggregate and prioritize issues onthe site. Implement the communicationsplan with key stakeholders and customer service to inform the group of the topissues identified with impact, status and timing. Will also work with Optum Technology, Rally,Third Parties and the UHCD Product Team to remediate the issues.Acts as the primary liaison withCustomer Service (including Web Tech Team). Support M&R Customer Service on new feature training as well issueescalation. Identify member pain points andcommunicate those to respective Product Managers Serve as Product Owner and SME forBomgar co-browse tool which allows call center Advocates to view member'sscreens real-time and collaboratively troubleshoot site issues. Responsible formanaging vendor relationship, securing annual funding for tool, trainingadditional staff, and expanding to additional teams/resourcesAdditional Responsibilities:Aggregate all issues that impact the M&R memberportal.Be an escalation point for when Customer Serviceidentifies an issue.Work to identify root cause with deliverypartners.Collaborate with M&R Site Manager toprioritize issues.Work with Product Managers to get the issuesprioritized within their backlogs.Work with the product managers to ensure allissues are communicated to the appropriate stakeholdersEnsure Customer Service is aware of all issuesand help determine a work around for when members call in.Maintain an ongoing status of all issues andshare with primary stakeholdersWill review site analytics, call metrics andsite satisfaction surveys to identify issues.
Required Qualifications:Track of record of user centric productinvolvement (2-3+ years)Some experience with web site or applicationsupport.Experience in customer service, analytics, sitemaintenance or other related fieldsAbility to work cross-functionally in a matrixenvironmentExperience working with multi-disciplinary teamscomprising product managers, project managers, marketers and engineeringStrong ability to absorb and make sense of largeamounts of data to direct decision makingResults-oriented individual with stronginfluencing, problem solving and negotiation skillsOutstanding communication both written andverbalKnowledge of current digital web and applicationstandards Preferred Qualifications:Bachelors DegreeAdobe SuiteUser Research, Design and CreativeDigital Marketing ApplicationsDigital CommerceCustomer Relationship Management Marketing Technology OperationsCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SMDiversity 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.
Internal Number: 751193
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.