Senior Operational Trainer

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is for a Trainer supporting the Optum Shared Services RCM business operations, to include Acute and Ambulatory Front End, Acute and Ambulatory Patient Financial Services- PFS.The responsibilities of this position will be to deliver the training curriculum needed to support the business units serviced.  The person will deliver process, procedure and systems training for multiple claim platforms and ancillary systems associated with Optum or its clients through the UHG cultural / values lens.  May also deliver soft skills training.  The candidate will work closely with the Operational Teams to identify training opportunities and implement strategies to conduct that training and make the staff more efficient.

Primary Responsibilities:

• Conduct training for newly hired operational team members on core systems, processes, and applications
• Provide training on culture and values aligned with Our United Culture
• Deliver continuing education, up skill, and performance improvement training as necessary
• Participate in the instructional design and development process as necessary for large scale curriculum design projects
• Provide feedback to trainees and Operations Managers regarding class progress, areas of strength and areas of improvement
• May enroll and grant credit in Learning Management System for courses administered
• Maintain expertise as needed in functional areas supported
• Plan, prepare and teachback new material prior to class start (side by sides, self-study, and live practice)
• Conduct applicable log in labs
• Provide on the job training/support follow-up post training
• Provide support to low performers
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Graduate with no active backlogs
• Work experience (3+ years) in business management, training or other fields of study that supports job role
• 3+ years of experience in healthcare revenue cycle management services (AR -Backend with Acute/Amb experience)
• AR Denials Trainer - Domain Skills:
• Experience in training in classroom, webinar and blended learning environments
• Solid US Healthcare RCM knowledge (post‑billing, AR & denials)
• Expertise in denial types (auth, eligibility, medical necessity, coding, timely filing, COB)
• Payer policy knowledge (Medicare, Medicaid, UHC, Aetna, Cigna, BCBS)
• Appeals & reconsideration expertise (letters, timelines, documentation)
• Working knowledge of CPT, ICD‑10, modifiers, LCD/NCDs
• Root cause analysis and denial trend identification- Why the denial happened; How to fix it; How to prevent recurrence
• Understanding of AR & denial KPIs (denial rate, appeal success, AR days)
• Hands‑on with billing systems, payer portals, EOBs/ERAs
• Compliance awareness (CMS, HIPAA, audit readiness)
• Ability to deliver case‑based, scenario‑driven training focused on denial prevention
• Extensive experience in delivering training in a business operation
• Agility in adapting to adult learning styles and interactive delivery methods
• Proven excellent time management and prioritization skills

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.