Help shape the future of digital customer experiences by optimizing chat, caller, and omnichannel processes. This role is perfect for professionals who thrive at the intersection of technology, process improvement, and customer experience strategy.
About UnitedHealthcare / Optum
UnitedHealthcare, part of UnitedHealth Group, is committed to simplifying health care, removing barriers to quality care, and building healthier communities. The team’s mission is to deliver responsive, affordable, and equitable care while fostering innovation and growth across the health system.
Schedule
- Full-time, Monday–Friday
- 8-hour shifts between 7:00 AM – 7:00 PM EST
- Occasional overtime as business needs arise
- 6 weeks of paid virtual training (8:00 AM – 4:30 PM EST, Mon–Fri)
What You’ll Do
- Act as a liaison between business and technical teams to support digital chat and caller initiatives
- Translate business requirements into technical specifications for omnichannel platforms
- Participate in Agile practices, including backlog grooming, retrospectives, and release planning
- Lead workflow analysis and process improvement efforts to enhance customer experiences
- Troubleshoot chat platform issues and ensure integration compliance
- Configure and administer UMR Live Person systems, including UAT testing for monthly deployments
- Provide training and mentoring to team members on bot management and updates
- Continuously drive innovation and operational excellence across digital customer touchpoints
What You Need
- 2+ years of experience in business analysis, requirements gathering, and solution implementation
- 2+ years in Agile/Scrum environments (tools like Rally, AHA, or similar)
- 1+ year of experience documenting process flows and performing UAT
- Strong skills with Microsoft Outlook, Word, Excel, PowerPoint, and Visio
- Excellent communication and stakeholder management skills
Preferred
- Systems administration experience with contact center technologies or claim systems
- Experience with OMNI channel routing (voice, chat, SMS)
- Familiarity with UMR claims systems or equivalent platforms
- Knowledge of health care, claims processing, or insurance operations
- Exposure to APIs, web services, AI, and machine learning concepts
Benefits
- Salary range: $71,200 – $127,200 annually (based on experience and location)
- Comprehensive health, dental, and vision coverage
- 401(k) with company match and equity stock purchase plan
- Incentive and recognition programs
- Paid time off, family leave, and wellness programs
- Career development opportunities with a global leader in healthcare innovation
Play a pivotal role in reimagining how patients and providers interact through digital channels.
Happy Hunting,
~Two Chicks…