Product Support Analyst Associate - San Diego, CA

If you are in the state of CA, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

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.

This position is full time, Monday

• Friday. Employees are required to have flexibility to work our normal business hours of 6:00am

• 6:00pm PST, able to be on call for 2 weeks at the time for after hours support, Department is open 365 days a year. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 8:00am to 5:00pm, Monday

• Friday PST.

Our office is located at 3131 Camino Del Rio San Diego, CA. Employees will be required to work some days onsite and some days from home.

• All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

• Provide customer service support to both internal users and external customers on UBH applications / web pages and CCBH Software

• Provide customer service support to both internal users and external customers on County of San Diego initiatives and related projects

• This support is provided directly, by telephone and through e-mail

• Log systems related problems in Help Desk database, troubleshoot problems and resolve basic system problems for customers and end-users at differing experience levels

• Coordinate system related communications with UBH Training Coordinator, UBH Data Analysts, County MH MIS, County MH Billing Unit and County QI

• Coordinate with County MH MIS to resolve user account and system problems

• Work as liaison between internal staff and Corporate IT

• Monitor Optum Public Sector Website content, connectivity and coordinate all changes with webmaster

• Provide navigational and access support to internal and external customers using the Optum Public Sector Website

• Obtain facts and information to collaborate with internal Optum MIS departments to reach resolutions regarding County of San Diego initiatives and related projects

• Be able to perform and provide data analyses, and identify and interpret patterns

• Apply functional knowledge and skills to identify root cause

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:

• High School Diploma / GED

• Must be 18 years of age or older

• 2+ years demonstrated experience with user applications support or 2+ years of experience using mental health computer applications including data entry and report submission

• 5+ years of experience with Microsoft Office Suite

• 5+ years of experience with Microsoft Excel required for creating and analyzing monthly productivity reports, tables, spreadsheets and dashboards

• 5+ years of experience with Microsoft Outlook required for sending properly formatted mass correspondence and documents to and from end users

• 2+ years of experience using Microsoft Teams and navigating on-line conference apps and hosting meetings of large groups

• Previous experience providing basic training in individual or group settings

• Ability to work in San Diego County's EHR system (CCBH / Anasazi) without restrictions

• Ability be able to take on a rotation to provide on-call afterhours support

• Ability to work frequently and regularly in the office

• Ability to work full time, Monday

• Friday. Employees are required to have flexibility to work our normal business hours of 6:00am

• 6:00pm PST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualification:

• Previous experience working in a call center or a high telecom traffic environment

Telecommuting Requirements:

• Reside within commutable distance of CA.

• Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

California Residents Only: The hourly range for this is $19.47 - $38.08 per hour. 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.

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.

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