Product Support Analyst Associate

This position follows Office-Based schedule with some days in-office per week. Our office is located at 3131 Camino Del Rio N, San Diego, CA.

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.    

The Product Support Analyst will provide technical support and customer service tasks related to the Optum San Diego's Fee For Service network through a call center environment.   Additional technical support will be provided to Optum employees telephonically and with written communication.  Requirements include effective communication skills, the expectation to continuously learn new skills, data gathering and reporting, and the periodic support for the County of San Diego's electronic health record. 

This position is full-time, Monday - Friday. Employees are required to have flexibility to work 8 hr shifts during our normal business hours of 6:00am - 6:00pm PST, able to be on call for 2 weeks a month for after hours, weekends and holiday support. The Department is open 365 days a year. It may be necessary, given the business need, to work occasional overtime.

We offer on the job training. The hours during training will be aligned to your assigned schedule

Primary Responsibilities:

• Provide customer service support to both internal users and external customers on Optum  applications / web pages and the county's electronic health records.
• Provide customer service support to both internal users and external customers on County of San Diego initiatives and related projects.
• This support is provided directly, by telephone and through e-mail.
• Log systems related problems in Help Desk database, troubleshoot problems and resolve basic system problems for customers and end-users at differing experience levels.
• Coordinate system related communications with UBH Training Coordinator, UBH Data Analysts, County MH MIS, County MH Billing Unit and County QI.
• Coordinate with County MH MIS to resolve user account and system problems.
• Work as liaison between internal staff and Corporate IT.
• Monitor Optum Public Sector Website content, connectivity and coordinate all changes with webmaster.
• Provide navigational and access support to internal and external customers using the Optum Public Sector Website.
• Obtain facts and information to collaborate with internal Optum MIS departments to reach resolutions regarding County of San Diego initiatives and related projects.
• Be able to perform and provide data analyses, and identify and interpret patterns
• Apply functional knowledge and skills to identify root cause.  

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 equivalent years of experience
• Must be 18 years of age or older
• 5+ years of experience with Microsoft Office Suite: Microsoft Excel for creating and analyzing monthly productivity reports, tables, spreadsheets, and dashboards and Microsoft Outlook required for sending properly formatted mass correspondence and documents to and from end users
• 2+ years experience with user applications support or 2+ years of experience using mental health computer applications including data entry and report submission
• 2+ years of experience using Teams and navigating on-line conference apps and hosting meetings of large groups
• Experience working in a call center or a high telecom traffic environment
• Experience providing basic training in individual or group settings
• Must be able to work in San Diego County's Behavioral Health EHR system (SmartCare/SanWITS/CCBH/Anasazi) without restrictions
• Must be able to take on a rotation to provide on-call afterhours support
• Ability to work frequently and regularly in the office
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work 8 hr shifts during our normal business hours of 6:00am - 6:00pm PST, able to be on call for 2 weeks a month for after hours, weekends and holiday support. The Department is open 365 days a year. It may be necessary, given the business need, to work occasional overtime

Telecommuting Requirements:

• Reside within commutable distance to the office at 3131 Camino Del Rio N, San Diego, CA
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $20 - $36 hourly based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.  

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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