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Job Details

UnitedHealth Group

Issue Resolution and Preventative Action Lead - Telecommute (107330576)

Sales and Marketing

Lead Generator



Eden Prairie, Minnesota, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

Careers with Optum EveryCare: As part of Optum Health’s strategic goal to transform healthcare by achieving the quadruple aim, Optum Everycare’s Customer Support & Issue Management Team is accountable for the end-to-end customer support and issue resolution process within Optum EverycareNow. The team is responsible for working with resolution partners to establish customer service level performance that exceed market and client expectations. The team is also accountable for establishing the monitoring and governance to ensure Optum EverycareNow delivers on its issue resolution commitments to our customers.

The Issue Resolution and Preventative Action Lead is accountable for deploying our Customer Support & Issue Management Model across our business partners. They build relationships with leaders from product, technology, client management, and other resolution partners to develop an effective escalation path and service level communication standards resolve issues quickly as well as preventative actions to prevent issues from occurring for our customers

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. However, if you are located within a commutable distance to one of our office buildings, you have the option work in the office if you'd like!

Primary Responsibilities:

  • Works with leaders of multiple functional areas to deploy Customer Support & Issue Management Model across Optum EverycareNow
  • Establishes Customer Support & Issue Mgt resolution processes, SLAs, and Inventory Controls for Standard Inquires & Issues
  • Manages the resolution, communication, and preventative action process for Major Issues
  • Works with leaders of multiple functional areas to identify and charter preventative action backlog that will support Customer Support contact rate & issue reduction, turnaround time, and service level agreement goals
  • Integrates new business partners within issue management model including establishing key contacts, operating rhythm, process, and technology
  • Leads cross-functional and team standup meetings for escalated issues
  • Leads cross-functional customer support & Issue Mgt process alignment across business partners
  • Developing and managing the escalation process across business partners
  • Developing communication process services level agreements for business partners
  • Managing Issue Resolution performance within business unit resolution partners on weekly/monthly basis
  • Train users on inventory management and performance reports to drive results
  • Manages Preventative Action process to identify and execute a set of projects to achieve issue reduction and turnaround time goals
  • Manages the resolution, communication, and preventative action process for Major Issues
  • Leads Partner Management Preventative Action projects
  • Ensures effective and positive relationship across matrix partners across Optum to drive issue resolution and preventative actions
  • Integrating EnterpriseNow Enhancement Request process within Continuous Improvement process to ensure enhancement request improve process
  • Supports Customer Support & Issue Mgt Readiness for new products, processes, business partners, and initiatives
  • Takes responsibility for and drives issue resolution, escalating when appropriate and communicating effectively

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:

  • BA/BS degree or equivalent work experience
  • 5+ years of experience in a business process position
  • Intermediate Excel skills
  • Intermediate Visio skills

Preferred Qualifications:

  • Superior collaboration and verbal and written communication skills
  • Project management skills with business process experience
  • Proven ability to, prioritize effectively and drive results with sense of urgency
  • Agile, flexible, multi-tasker who enjoys complex challenges
  • Team player with proven ability to foster and manage working relationships in a highly matrixed environment
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. 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 Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.