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Product Support Analyst (2nd Shift) - San Diego, CA

UnitedHealth Group


Location:
San Diego, CA
Date:
03/23/2017
Job Code:
1731628
Apply on the Company Site
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Job Details


Product Support Analyst (2nd Shift) - San Diego, CA(Job Number:707533)
Description

Position Description:


Healthcare isn’t just changing. It’s growing more complex every day. ICD-10 Coding replaces ICD-9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that’s what fueled these exciting new opportunities. 

 

Who are we? Optum360. We’re a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we’ll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide. 

If you’re looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It’s an opportunity to do your life’s best work.

Primary Responsibilities:
  • Ability to receive, record, and classify/prioritize inbound user requests. Ensure proper documentation of customer problems/issues (e.g., research conducted, steps required, final resolution)
  • Identify recurring product problems/issues for inclusion in applicable support documentation. Create and maintain support documentation, as assigned (e.g., client documentation, troubleshooting guides, SLAs)
  • Responsible for classification, categorization, and prioritization of incidents. When necessary, triage to other appropriate business teams/units to satisfy user request, while remaining primary contact with client through resolution cycle. Ability to troubleshoot and resolve issues
  • Ability to use supporting knowledge tools and vendor resources (if available)
  • Ability to learn new applications being developed for product
  • Utilize appropriate knowledge resources to drive resolution of applicable problems/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint).
  • Understanding of supporting incident management processes.
  • Facilitate and participate in advanced troubleshooting sessions with Level 2/3 Engineers
  • Perform after-hour on-call support and product testing, as required
  • Ensure adherence to applicable quality standards (e.g., product quality, call quality, ticket quality, customer satisfaction)
  • Manage customer conversations appropriately (e.g., provide a good first impression, command attention and respect, demonstrate confidence, defuse frustration)

Job Product Support
Primary Location US-CA-San Diego
Other Location 
Organization O360 Rev Cycle Technology
Schedule Full-time
Number of Openings 1
Apply on the Company Site

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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