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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start
Caring. Connecting. Growing together.
As a Customer Relationship Specialist (CRS), you’ll be supporting the Optum Care Supply Chain Customer Relations function. You will be providing support around the overall strategy, design, development, and implementation of the Helpdesk. As a CRS you will play a key role in working with teams across Optum Care to include CDO’s, Optum Care Supply Chain, Enterprise Procurement, and external Group Purchasing Organization. In addition, this alignment is needed to ensure all roles and responsibilities are clear to ensure requests are routed and completed properly.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
- Ensure that all customer activities are supported and are aligned with OHSC Customer Relations strategies
- Support relationships with internal and external stakeholders. Understand and drive new customer requirements and needs
- Assesses and interpret customer needs and requirements. Identifies solutions to non-standard requests and problems.
- Assist in the implementation of identified system to manage intake and helpdesk functions, inclusive of development of helpdesk playbook
- Field and assess complaints and/or requests to troubleshoot and correct problems (e.g., work helpdesk, access relevant systems)
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be handled locally
- Taking on other tasks or projects for leadership and customer relations operations. Actively support help desk activity as needed.
- Support development of KPI’s to measure help desk effectiveness and ability to interpret results with development and implementation of action plans to improve results
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
- 2+ years of experience leading or participating in process improvement initiatives to include documentation of workflows and SOP’s
- Experience in a role that requires a pro-active and quality first approach through excellent oral and written communication skills
- Experience managing multiple projects at the same time to include various stages and stakeholders across multiple functional areas
- Experience using, Smartsheet, Visio, and MS Office Products (MS Excel, Word, Outlook, PowerPoint and Teams)
Preferred Qualifications
- 2+ years of experience in Healthcare Operations, Supply Chain or Risk Assessments
- Experience using Salesforce or ServiceNow
- Proven ability to gather and/or document information on stakeholders' business requirements, specifications, and/or needs (e.g., conduct intake process; ask questions; review project charter; monitor regulation; review reports)
- Proven ability to prep for and facilitate meetings to include all levels of project teams and stakeholders. Ensure tasks are assigned properly to ensure completion and the assigned are held accountable
- Proven ability to assist in development and governance of Customer Relations (intake/helpdesk) policies and procedures
- Demonstrated ability to interact one on one with executive management and individual teams to facilitate voice of the customer sessions to ensure alignment and understanding of intake scope and needs
- Proven solid interpersonal, presentation and organizational skills within a complex organization and demonstrated ability to maintain confidentiality and protect sensitive information
- All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The salary range for this role is $70,200 to $137,800 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
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.
