Technical Support Analyst - Remote

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.

Operation System Administrator (OSA) is the primary point of contact for all eCAC, eAbstract and Smart End Users. This position will primarily be responsible for incident management supporting Middle Operations (HIM, Centralized Coding, & CDI), which consists of 600+ users with an average of 300+ monthly incidents.

The OSA is considered an operational and system SME, who is able to troubleshoot and submit any incident/enhancement requests through the CRM portal including war room events during on and off hours, will escalate critical issues directly through E2E, and has had good experience with rapid responsiveness.

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

Primary Responsibilities:

• Provisions end users, and supports issues related to access including remote users
• Password resets
• Intake, submit and follow-up on incident/enhancement requests to O360 Support, including war room events
• Troubleshoot issues with end users
• Incident Management
  • Troubleshoot issues with end users
  • Provisions end users, and supports issues related to access including remote users
  • Password resets
  • Intake, submit and follow-up on incident/enhancement requests to O360 Support, including war room events
  • Incident escalation to E2E Service Management Team
  • Submit, manage and coordinate CRMs
    
• Incident escalation to E2E Service Management Team
• Submit, manage and coordinate CRMs

The OSA is responsible for the change management process involving the Change Advisory Board. Changes impacting operations are identified, and submitted to the CAB for approval. Identify key stakeholders, and manage the checklist of components that need to be completed prior to deployment. This includes but is not limited to the coordination and collaboration of testing/validation, training, communication, release coordination, and post release coordination.

The OSA is the workflow liaison, which is someone who understands all workflow processes for end to end operations. The OSA is the liaison for analytics/reporting between Operations and O360 Analytics Team. Also, works closely with Revenue Cycle Optimization and Revenue Cycle Technology, as well as, with the DNFB management team.

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:

• Experience in Customer Service
• Proficient analytical skills
• 1+ years of experience working in a Tier 1 help desk and/or technical support role

Preferred Qualifications:

• Extensive Health Information Management/Coding/CDI experience
• Knowledge of Optum360 Enterprise Computer Assisted Coding (eCAC)
• Proven ability to remain organized while juggling multiple priorities
• Proven ability communicating with external facing clients and/or leadership teams
• Experience using Streamline eAbstract, Epic, MS4, Cerner, Virtual Portal, Citrix, VPN environment
• Knowledge of Medical Coding

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 $67,800 to $133,100. 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.