Business Process Analyst – Digital Experience Consultant – UHCP Portal – Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.   

The Business Process Analyst (Digital Experience Consultant) role within the Provider Digital Transformation Team leads process re-engineering & advancement in technology initiatives across provider operations that influence how we work with our internal & provider constituents, removing administrative burden & supporting the delivery of high-quality care. In this role you will be responsible for developing & executing wholesale transformation in the provider/payer operations space in pursuit of our Digital First agenda. 

The person in this role is familiar with UnitedHealthcare’s provider digital solutions and works with business partners in all areas of the enterprise as well as one-on-one with external customers. This role supports tracking, trending and resolution of systemic issues causing provider abrasion and influences electronic adoption and experience.   One of the key priorities of this role is issue prevention and contact rate reduction. By identifying key drivers that are taking people out of a digital channel in to call or email, this role is responsible for bringing visibility to issues where gaps need to be filled or processes improved.  The work required for this position is multi-faceted and complex and requires continuous learning to stay current with new systems and processes to be able to resolve customer technical issues. 

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

Primary Responsibilities:

• Review and respond to digital survey feedback within team guidelines (NPS and Passive)
• Serve as the voice of the Healthcare Professional
• Monitor experience metrics for assigned portfolio
• Troubleshooting common issues with a product or service
• Perform outreach by email or call to the survey respondent to gather more information to diagnose and resolved the issue (Inner Closed Loop)
• Work with business partners to resolve technical issues and/or assist by educating the user on how to use the portal
• Facilitate working session with business partners to review/remediate enhancements and break/fixes in the portal
• Leverage customer experience software and tools to identify trends and opportunities
• Track and Trend systemic issues using the Provider Experience database and Digital Calendar (Outer Closed Loop) to identify opportunities to improve the digital experience

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 or GED
• 3+ years of business experience in Healthcare Operations  e.g., claims, eligibility, referral, call center, prior auth, contract management, etc.
• UHC Provider Portal (Provider Digital Tools) and/or NPS experience
• Proficient in office products (Word, Power Point, Excel)
• Proficient oral and written communication skills
• Proven ability to work independently with minimal oversight
• Proven ability to handle multiple priorities
• Proven ability to work with multiple personalities across all functional areas and levels

Preferred Qualifications:

• NDB Knowledge
• COSMOS/UNET/CSP/Cirrus platform knowledge
• ICUE knowledge
• CDB (Consumer Database) knowledge
• Proven ability to be accountable
• Proven to be self-directed. Manages time well and competing priorities
• Proven to be respectful and passionate about helping others

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

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. 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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.