Product Support Specialist - National Remote

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

Opportunities at Change Healthcare , part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.

The Product Support Specialist assists Pharmacy customers with technical, troubleshooting, and escalated issues. The role is a subject matter expert that utilizes complex tools and research methodology to address customer issues and provide support on service - oriented internal requests.

This position is full - time. Employees are required to work our normal business hours of 9:00 AM - 6:00 PM EST (Eastern Standard Time zone) including the flexibility to work occasional overtime based on business need. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Ensure proper resolutions are implemented to resolve the issues and are implemented within stated timeframes
• Provide training to customers on the best utilization of available tools
• Provide technical instructions by identifying and analyzing issues
• Respond to customer incoming inquiries in a manner consistent with department protocol
• Provide assistance to High Profile Customers
• Act as subject matter expert within the product of responsibility and answer team member questions regarding the product
• Contribute to and maintain Job Aids
• Meet guidelines for individual and team Objectives and Key Results (OKRs)
• Manage escalations of high - profile customers and advanced customer issues
• Perform High - Risk Maintenance and modification of data
• Advanced troubleshooting of customer issues according to established policies, procedures, and practices
• Peer Mentoring & Peer Review

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:

• High School Diploma / GED (or higher)
• Ability to work any shift between the hours of 9:00 AM - 6:00 PM EST (Eastern Standard Time zone) including the flexibility to work occasional overtime based on business need
• 1+ years of experience with medical claim research OR documentation
• Proficient in using Microsoft Office applications
• 2+ years of experience with desktop, helpdesk, OR call center support environment

Preferred Qualifications:

• Associate's Degree (or higher)
• Pharmacy experience
• Supervisor OR team lead experience
• Computer software / hardware troubleshooting knowledge and experience

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy

Soft Skills:

• Proven excellent customer service skills
• Proven solid time management skills
• Proven solid troubleshooting skills
• Proven solid written and oral communication skills

Careers with OptumInsight . Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’s best work. SM

California, Colorado, Connecticut, Nevada, Washington, New York, or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $16.00 - $31.44. 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.

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.

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