Optum Financial Issue Management Consultant

Business Process Consultant

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Business Process Consultant, a key member of the Optum Financial Commercial Payments Issue Management team, will be responsible for implementing Issue Management framework and business coordination within Commercial Payments. As an individual contributor, you will partner with cross-functional senior leaders and subject matter experts with varying background and communication styles, including operations, product, client management, compliance, and information technology. This role will focus on leading responses to large issues and reporting on issue trends and metrics. You will build relationships with internal stakeholders at various levels within the organization and apply your strategic and critical thinking skills to drive change and deliver quality to the organization. This role is expected to have organization and problem-solving skills to meet short timelines and deliverable due dates. This position is forward-thinking, strategic, collaborative, determined and customer centric, with effective communication skills, solid business and technical acumen and the drive to always deliver on your commitments.

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

For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Experience in highly dynamic and changing environment
• Major Issue Management Lead responsible for execution of playbook and timely resolution of issue
• Coordinate and manage response to major issues within VPAY and Commercial Payments (Payment) through resolution
• Ensure root cause documentation and short term/long term fixes for major issues
• Backup Lead for HBA And Directed Spend
• Assist with ServiceNow (Case Management System) enhancements and review of new functionality
• Run daily Issue Management call with Directed Spend stakeholders to ensure escalated issues are resolved timely
• Backup HBA Major Issue and escalation contact
• Liaise with operational teams to ensure issue resolution MBOs are met
• Work with Issue Management and Payer leadership to continue Issue Management framework adoption within the Payer business
• Special projects as directed within Issue Management and Operations Readiness

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:

• 3+ years of experience in account management/operations/call center experience (cumulative)
• 3+ years of Microsoft Office experience, able to perform lookups, pivot tables, graph/chart creation
• 1+ years of ServiceNow experience
• 1+ years of experience in payer organization with understanding of regulations applicable to Medicare and Medicaid benefits

Preferred Qualifications:

• Lean six sigma yellow belt certification
• 5+ years of experience in account management/operations/call center experience (cumulative)
• 1+ years of experience with Solutran system including CRM/PSP and SolSupport
• 1+ years of experience leading interdepartmental meetings with varying levels of leadership
• SQL experience
• ServiceNow experience in dashboard/reporting creation
• Experience working with organizational vice presidents and other senior leadership
• Understanding of problem-solving theory and application

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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.