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Product Support Analyst - Atlanta, GA

UnitedHealth Group

Atlanta, GA
Job Code:
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Job Details

Product Support Analyst - Atlanta, GA(Job Number:728667)

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.


Optum360 is 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 all our resources to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.


If you want to achieve more in your mission of healthcare, you have to be really smart about the business of healthcare. Challenge yourself, your peers, and our industry by shaping what healthcare looks like and doing your life's best work.SM


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-GA-Atlanta
    Other Location 
    Organization O360 Rev Cycle Technology
    Schedule Full-time
    Number of Openings 2
    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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