Healthcare isn’t just changing.
It’s growing more complex every day. ICD-10 Coding replaces ICD-9. Affordable
Care adds new challenges and financial constraints. Where does it all lead?
Hospitals and Healthcare organizations continue to adapt, and we are vital part
of their evolution. And that’s what fueled these exciting new
Who are we? Optum360.
We’re a dynamic new partnership formed by Dignity Health and Optum to combine
our unique expertise. As part of the growing family of UnitedHealth Group, we’ll leverage our compassion, our talent, our
resources and experience to bring financial clarity and a full suite of Revenue
Management services to Healthcare Providers, nationwide.
If you’re looking for a better place to use your
passion, your ideas and your desire to drive change, this is the place to be.
It’s an opportunity to do your life’s best work. As part of our journey in transforming the one-to-one interaction experiences at Optum and to deliver seamless multi-channel experiences to its customers, we need to deliver Voice Analytics as a key capability. Within the Multi-Channel experience team, Voice Analytics is a strategic priority that enables us to be proactive rather than reactive within our industry. In our drive to achieving world-class NPS® of 70+, we must invest in best-in-class core capabilities which support cutting edge customer experience designs driving the 120+ million one-to-one interactions Optum handles each year. Voice Analytics holds the key to real time insights directly from our customer which will enable prompt action to customer pain points that will drive positive NPS outcomes. This individual is critical to Optum achieving our vision and will be a key contributor to identifying operational benefits by reducing total call volume by 2% (including repeat callers, AHT (Average Handle Time) by 2%, increasing FCR (First Contact Resolution) by 3% and increasing revenue for Sales accounts. Additionally, we are accelerating Nexidia as the strategic analytics tool across the UHG enterprise. Primary Responsibilities:Responsible for identifying opportunities throughout call listening (process / procedural improvements, AHT opportunities, first call resolution, transfer reduction, etc.)Responsible for contributing towards Operational benefits (2% AHT reduction, 2% call volume reduction, 3% increase in FCR)Provides recommendations / solutions based on business problems identified during call listeningEnsures accurate completion of the check sheet and uploading daily to SharePoint siteEnsures accurately tracking of time for deliverablesMeets deadlines in a fast paced environmentMust be able to execute all relevant job duties associated with moderate supervisionPartners with Analyst and Lead per analysis to deliver actionable insights to drive positive NPS outcomes and meet operational targets
Required Qualifications: High School Diploma / GED (or higher) 1+ years of experience in Billing and / or Collections (Revenue Cycle or Hospital environment)Ability to create, copy, edit, send, and save within Microsoft Word and Microsoft OutlookExperience in interpreting Payer Contracts and determining accurate payments on patient accountsExperience using Microsoft Excel (data entry, reviewing reports, sort / filter and open / edit / saving documents) Soft Skills: Ability to “think outside the box” to recommend innovative solutions Must be highly motivated and able to work independently, comfortable with ambiguity Ability to remain focused and productive each day though tasks may be repetitive Ability to learn new products, services, procedures and support systems Ability to effectively prioritize and multi-task in high volume workload situations Flexible / adaptable with scheduling and commitmentsCareers with Optum360. At Optum360, we're on the forefront of health care innovation. With health care costs and compliance pressures increasing every day, our employees are committed to making the financial side more efficient, transferable and sustainable for everyone. We're part of the Optum and UnitedHealth Group family of companies, making us part of a global effort to improve lives through better health care. In other words, it's a great time to be part of the Optum360 team. Take a closer look now and discover why a career here could be the start to doing your life's best work. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: voice analytics, call center, excel, NPS