11 days old

Senior Analyst, Issue Management - Phoenix, AZ

Phoenix, AZ 85003
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As part of Optum's strategic goal to achieve a Net Promoter Score (NPS) of 70, the Issue Management team is accountable for the end to end issue resolution process within OptumCare National Shared Services Operations.  The Issue Management team is responsible for working with resolution partners to establish service level agreements that meet market and client expectations as part of Optum's goal to reduce issue turnaround time to 24-48 hours.  The team is also accountable for establishing the monitoring and governance to ensure Optum delivers on its issue resolution commitments to our customers. 

The Senior Analyst is accountable for deploying an effective escalation and communication process across the business unit.  The incumbent will build relationships with leaders from product, growth office, and resolution partners to develop an effective escalation path and service level communication standards for the business segment.

The Senior Analyst will work out of our Deer Valley office, located at 20414 N 27th Ave, Phoenix, AZ 85027.


Primary Responsibilities:

  • Works with leaders of multiple functional areas to deploy an effective escalation and communication process across OptumCare National Shared Services Operations
  • Partner Management team lead for escalation and communication process
  • Manages Turnaround Service performance for Business Partners
  • Leads cross-functional and team standup meetings for escalated issues
  • Responsible for managing Issue Resolution performance within business unit resolution partners on weekly/monthly basis
  • Responsible for developing and managing the escalation process across business unit
  • Responsible for developing communication process services level agreements for business unit area
  • Lead preventative action projects and initiatives
  • Partners with command centers and resolution partners to establish command center playbook for escalated issues and off-cycle communications
  • Ensures effective and positive relationship across matrix partners across OptumCare to drive issue resolution and preventative actions
  • Supports readiness assessments for issue resolution for new products and initiatives
  • Takes responsibility for and drives issue resolution , escalating when appropriate and communicating effectively


Posted: 2020-03-18 Expires: 2020-04-25

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Senior Analyst, Issue Management - Phoenix, AZ

UnitedHealth Group
Phoenix, AZ 85003

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