Product Support Analyst Associate – San Diego, CA

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 8-hour shifts during our normal business hours of 6:00 am – 6:00 pm PST, able to be on call for 2 weeks a month for after hours, weekends and holiday support. The Department is open 365 days a year. It may be necessary, given the business need, to work occasional overtime. Employees will be required to work some days onsite and some days from home.

We offer on the job training. The hours during training will be aligned to your assigned schedule.

If you are within commutable distance to the office at 3131 Camino Del Rio San Diego, CA, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges. 

Primary Responsibilities:

• Provide customer service support to both internal users and external customers on San Diego Counties Behavioral Health Electronic Health Record and the Optum San Diego website
• 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 Support Desk database, troubleshoot problems and resolve basic system problems for customers and end-users at differing experience levels
• Coordinate system related communications with Optum Training Coordinator, Optum Data Analysts, County BHS MIS, County BHS Billing Unit and County QI
• Coordinate with County BHS MIS to resolve user account and system problems
• Work as liaison between internal staff and Corporate IT
• Monitor Optum San Diego Website content, connectivity and coordinate all changes with webmaster
• Provide navigational and access support to internal and external customers using the Optum San Diego 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 OR equivalent work experience
• Must be 18 years of age OR older
• 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 with user applications support OR 2+ years of experience using mental health computer applications including data entry and report submission
• 2+ years of experience with using Microsoft Teams and navigating on-line conference apps and hosting meetings of large groups
• Experience with providing basic training in individual OR group settings
• Ability to work in San Diego County’s EHR system (SmartCare/SanWITS/CCBH/Anasazi) without restrictions
• Ability to take on a rotation to provide on-call afterhours, weekends, and holiday 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 an 8-hour shift during our normal business hours of 6:00 am – 6:00 pm PST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualification:

• Experience with working in a call center OR a high telecom traffic environment

Telecommuting Requirements: 

• Reside within commutable distance to the office at 3131 Camino Del Rio San Diego, 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

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy   

The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. 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.