Omnichannel Experience Consultant - Remote - Remote Eligible

Omnichannel Experience Consultant

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing Together.

We are seeking a highly skilled and experienced Omnichannel Experience Consultant to join our dynamic team. This role is critical in supporting and optimizing our digital chat and caller experience, including utilization, custom development, and operational process improvement. You will serve as a subject matter expert and mentor, driving innovation and ensuring product quality and operational excellence.

You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Facilitate Business and Technical Integration: Act as a key business and technical liaison for UMR Contact Center Multichannel Strategic Initiatives, translating complex business requirements into actionable technical specifications
• Engage in Agile Practices: Actively participate in product backlog grooming, retrospectives, defect management, and release planning sessions to ensure continuous improvement and alignment with project goals
• Collaborate Across Teams: Work closely with project stakeholders and technical teams to address enhancements, changes, issues, and defects impacting development, data, workflow, and functionality
• Optimize Processes: Lead and participate in process and workflow analysis to identify and implement enhancements that support business requirements
• Remove Obstacles: Identify and eliminate roadblocks, manage dependencies, and adjust timelines to ensure technical teams can proceed efficiently providing training and support to other team members on managing and updating bots where needed
• Drive Continuous Improvement: Continuously seek opportunities to improve quality, increase throughput, reduce delivery time, and deliver high-quality work
• System Administration and Configuration: Maintain business configuration and design within the UMR Live Person Instance. Coordinate and perform UAT Testing for Monthly Deployments
• Troubleshoot and resolve issues related to Chat Platform and integration points
• Ensure compliance with service standards, performance guarantees, and regulatory requirements

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.

Years of post-high school education can be substituted/is equivalent to years of experience.

Required Qualifications:

• 2+ years of experience in business analysis, identifying requirements and translating them into actionable solutions
• 2+ years of experience in an Agile/Scrum work environment using tools such as Rally, AHA or equivalent platform
• 1+ years of experience documenting process flows for technology or customer experience
• 1+ years of experience performing UAT
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Visio
• Proven excellent communication and stakeholder management skills

Preferred Qualifications:

• 1+ years of experience proving systems administration for contact center technologies or claim systems
• 1+ years of experience with OMNI channel routing (Voice, Chat, SMS, etc.)
• 1+ years of experience in claims processing and/or health care/health insurance
• 1+ years of experience with UMR Claims Systems (CPS/Jacada/Call Track) or equivalent Claims Processing systems
• Experience with and understanding of AI and machine learning concepts
• Understanding of Application Processing Interfaces (APIs) and web services

All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.