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. This role will be part of the implementation andoperations team for Optum's new GP product and service portfolio. Sittingwithin our customer services team, the primary focus for this role will be to developthe support function and provide day to day support to our customers utilisingthe software to manage their business needs. This role will be a product specialist and will be part of our 2ndline support team. Applicants must have the legal right to live and work in United Kingdom. Primary Responsibilities:Service Development and Introduction:Work with Product Team todevelop user stories and associated tasks to deliver implementation andoperations backlog and roadmap, with an explicit focus on service-deskfunction.Work with Product team indeveloping new functionality to meet customer requirements.Working with CustomerServices Management and the Product team help to define the service levelsagreements, escalation processes and internal operational level agreements. And from this identify the KPIs for thecustomer service function.Develop internalstakeholder map across internal business functions to identify appropriatepoint of contact for issue resolution, including definition of escalation processesDevelop trainingmaterials and scripts to be used to train 1st Line service desk agentson the product and on FAQsWith support from theproduct team, provide appropriate training to service desk agentsWorking with keystakeholders develop associated CRM tools and knowledge management tools todrive resolution of customer issues (e.g.,websites, CRM tools, knowledge bases, product manuals, SharePoint)Work with CustomerService Management to ensure that processes for delivering seamless end to endsupport are set up and tested prior to product launc Maintain Product Support Information and DocumentationThroughtraining Support 1st Line Agents to respond and resolve customer service issuesProvide2nd line support to customers when product specific issues occur and cannot behandled by 1st line agentsProvidetraining/coaching to end users no the best use of the softwareEscalateissues the product development team when product defects or enhancements arerequiredOn aweekly basis analyse service ticket data and make recommendations for on-goingproduct development and service developmentIdentifyand implement revisions to appropriate knowledge resources to drive resolutionof applicable problems/issues, as needed (e.g., websites, CRM tools, knowledgebases, product manuals, SharePoint)Maintainsupport documentation, as assigned (e.g., client documentation, troubleshootingguides, SLAs)Workingwith the product team, prepare service desk teams for release updatesConducton-going training of service desk teamsIdentifyand communicate needed changes to product documentation to appropriate internalresources (e.g., Product Team, Regulatory & Compliance)Working either from the Paddington, London office or Telecommuting / Working At Home, this position is based wherever most convenient for the applicant on a regular basis. However, meetings in various parts of UK and / or on client sites will be a frequent occurrence and permanent whilst managing an implementation. Whilst we will try to place the post holder at a site within a reasonable commute from their homes, this is not always possible. Occasional overnight stays will be required
Required Qualifications:Service desk experience, serving in a management or lead role Training and development experience of finance softwareExcellent customer service skills Experience working in a fast - paced environment Experience of dealing with conflict and working with colleagues to agree remedial action as requiredPreferred Qualifications:Experience working with finance software ITIL Foundation Certificate 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. Job Keywords: IT, Information Technology, IT Support, Help Desk, Customer Service, Paddington, London, UK, United Kingdom, Telecommute, Work from Home, Remote
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.