Sr Capability Analyst - Remote

UnitedHealth Group•Eden Prairie, MN

2d•Remote

About The Position

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. No industry is moving faster than health care. And no organization is better positioned to lead health care forward than OptumRx. Putting the consumer at the center of everything we do is critical to our success and executing flawlessly is expected from our members and our clients. We are seeking an individual for our newly formed Optum Customer Communications Center of Excellence to help drive flawless execution across all external consumer communications. This position will support all lines of Optum business to help implement a scalable omni-channel customer communications management capability and operating model. They will provide production support of the COE and have direct oversight of platform implementations over the next 2-4 years, partnering with IT and vendor teams. We’re looking for a smart, enthusiastic and creative individual, driven by a common company goal: to help people live healthier lives and to make the health system work better for everyone. 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.

Requirements

5+ years of experience completing analysis and/or escalation to resolve non-standard requests and complex problems
4+ years of experience embracing continuous improvement methodologies and driving detailed solutions to completion
4+ years of experience using appropriate information to diagnose problems, identify root causes, and collaborate with impacted groups to drive decisions
2+ years of experience developing processes, quality standards and adherences
2+ years of customer communication management software/platform experience
2+ years of experience implementing and maintaining communications in a customer communication platform
Proven excellent attention to detail and critical thinking skills
Proven excellent written and verbal communications skills

Nice To Haves

Expertise on GMC/Quadient Inspire Designer ICM, Inspire Automation, Interactive, and workflow engine, or comparable document composition tool
Digital campaign management experience – specifically email and SMS channels
PBM/healthcare experience and/or experience in a highly regulated consumer industry (financial services, life sciences, etc)
Workfront experience or equivalent
Demonstrated familiarity with postal design requirements; including use of Intelligent Mail barcodes, NCOA, CASS, and USPS presorting requirements
Experience in print manufacturing environment

Responsibilities

Support the development of the Optum Customer Communications/Document Composition Center of Excellence – inclusive of platform capability requirements, operating model, and support all OptumRx products and services
Serve as a technical SME for all aspects of the CCM platform internally
Act as our ‘business architect’ for customer communications responsible for defining and implementing the CCM roadmap over the next 2-4 years
Partner with marketing leads, Optum IT, and other internal stakeholders to deliver a scalable CCM platform that meets all business needs in a cost effective, timely manner
Define, track, and deliver key quality success measures related to accuracy and timeliness of communications projects flowing through the platform/team
Monitor performance and quality control plans to review and identify any issues or ways to improve the end-to-end CCM lifecycle with member and provider communication projects
Partner and consult with all internal and external cross functional teams (e.g. consumer data management & outreach, marketing project management, print fulfillment, email/SMS operations, creative designers, marketing managers, client services, Optum IT, external delivery vendors, etc.) to deliver, maintain and optimize the CCM platform and related campaign/communication deliverables