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Surest (formerly Bind) Member Experience Knowledge Analyst - National Remote

Company: UnitedHealth Group
Location: Waddell
Posted on: March 19, 2023

Job Description:

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

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 and start doing your life's best work. SM

Surest, a UnitedHealthcare Company, (formerly Bind) provides a new approach to health benefits designed to make it easier and more affordable for people to access health care services. Our innovative company is part tech start-up, part ground-breaking service delivery-changing the way benefits serve customers and consumers to deliver meaningful results and better outcomes (and we have just begun). We understand our members and employers alike desire a user-friendly, intuitive experience that puts people in control when it comes to the choices they make and the costs they pay for medical care. At Surest, we pride ourselves in our ability to make a difference, and with the backing of our parent company, UnitedHealthcare, we can operate in the best of both worlds-the culture and pace of an innovative start-up with big company support and stability. Come join the Surest team and help us design and deliver a cutting-edge health benefit that changes the face of health care. Join us and start doing your life's best work.


Surest is actively seeking a highly skilled, motivated, and experienced Knowledge Analyst to ensure service teams have the have the knowledge needed to support an exceptional member experience. Surest is looking for an analyst who can work cross-functionally with teams across the enterprise translate business requirements into meaningful and detailed analytics output. Focus, enthusiasm, and a dedication to excellence are all personal characteristics highly valued in the Surest organization.

All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

  • Generally work is self-directed and not prescribed
  • Works with less structured, more complex issues
  • This position has primary accountability for knowledge author responsibilities, including updates and enhancements to policy, process, and benefit content
  • Coordinate and communicate with stakeholders and service teams
  • Evaluate feature release note details and incorporate into existing operations process, training, and alert documentation
  • Evaluate regulatory service bulletins, compliance requests, and client questions/requests requiring assessment of service support and documentation of service process change
  • Coordinate internal and external feedback and collaborate to facilitate process improvement, effective change management, and prioritize technology enhancements
  • Technology migration: Partner with internal and external cross-functional teams to take Surest specific needs and apply them to modernize Surest knowledge management and agent assist platforms
  • Serves as a resource to others about knowledge assets and capabilities
    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:
    • Associate's Degree (or higher)
    • 4+ plus years of experience analyzing and solving customer problems in an office setting environment using the telephone and computer as the primary instruments to perform job duties
    • 2+ years of experience with knowledge management and/or process documentation experience in a customer service environment
    • 1+ years of health care payer or provider experience
    • Ability to travel up to 10% of the time
      Preferred Qualifications:
      • Bachelor's degree (or higher)
      • Experience with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
        Soft Skills:
        • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
          Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work. SM

          California, Colorado, Connecticut, Nevada, Washington or New York, Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $56,300 - $110,400.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

          At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

          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: UnitedHealth Group, Phoenix , Surest (formerly Bind) Member Experience Knowledge Analyst - National Remote, Professions , Waddell, Arizona

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