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M&R Member Site Operations Specialist

UnitedHealth Group

Minnetonka, MN
Job Code:
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Job Details

751193 MR Member Site Operations Specialist

M&R Member Site Operations Specialist (751193)

Position Description

This isn't packaged goods. It's a bigger challenge than that. Here you're making a difference in people's lives, starting with your own. Join us and start doing your life's best work.(sm)

The M&R member site Ops Specialist will be responsible for managing site issues and work to get them fixed in a timely manner.  The goal of this role is to improve Site Satisfaction and Task Completion.  They will be the central point of contact for a M&R view of site issues.  They will also act as the UHCD contact to Customer Service.

Responsibilities include:

Aggregate and prioritize issues on the site.  Implement the communications plan with key stakeholders and customer service to inform the group of the top issues identified with impact, status and timing.  Will also work with Optum Technology, Rally, Third Parties and the UHCD Product Team to remediate the issues.

Acts as the primary liaison with Customer Service (including Web Tech Team).  Support M&R Customer Service on new feature training as well issue escalation. 

Identify member pain points and communicate those to respective Product Managers  

Serve as Product Owner and SME for Bomgar co-browse tool which allows call center Advocates to view member’s screens real-time and collaboratively troubleshoot site issues. Responsible for managing vendor relationship, securing annual funding for tool, training additional staff, and expanding to additional teams/resources

Additional Responsibilities:

  • Aggregate all issues that impact the M&R member portal.
  • Be an escalation point for when Customer Service identifies an issue.
  • Work to identify root cause with delivery partners.
  • Collaborate with M&R Site Manager to prioritize issues.
  • Work with Product Managers to get the issues prioritized within their backlogs.
  • Work with the product managers to ensure all issues are communicated to the appropriate stakeholders
  • Ensure Customer Service is aware of all issues and help determine a work around for when members call in.
  • Maintain an ongoing status of all issues and share with primary stakeholders
  • Will review site analytics, call metrics and site satisfaction surveys to identify issues.

Required Qualifications:

  • Track of record of user centric product involvement (2-3+ years)
  • Some experience with web site or application support.
  • Experience in customer service, analytics, site maintenance or other related fields
  • Ability to work cross-functionally in a matrix environment
  • Experience working with multi-disciplinary teams comprising product managers, project managers, marketers and engineering
  • Strong ability to absorb and make sense of large amounts of data to direct decision making
  • Results-oriented individual with strong influencing, problem solving and negotiation skills
  • Outstanding communication both written and verbal
  • Knowledge of current digital web and application standards
Preferred Qualifications:

  • Bachelors Degree
  • Adobe Suite
  • User Research, Design and Creative
  • Digital Marketing Applications
  • Digital Commerce
  • Customer Relationship Management
  • Marketing Technology Operations

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM

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.

Job Details

  • Contest Number751193
  • Job TitleM&R Member Site Operations Specialist
  • Job FamilyMarketing and Advertising
  • Business SegmentUnitedHealthcare Corporate

Job Location Information

  • Minnetonka, MN
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionYes
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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