The Role
Compose, test, QA, and maintain customer communications and templates in a communications platform. Partner with cross-functional teams to define data needs, resolve production issues, lead content modernization, and drive continuous process improvements to ensure accurate, timely communications.
Summary Generated by Built In
Requisition Number: 2380375
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 focus of this role is on delivering accurate, timely, and high-quality communications through technical composition, campaign execution, collaboration, and continuous improvement.
Primary Responsibilities:
Required Qualifications:
Preferred Qualifications:
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.
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 focus of this role is on delivering accurate, timely, and high-quality communications through technical composition, campaign execution, collaboration, and continuous improvement.
Primary Responsibilities:
- Technical Composition & Content Management
- Understand and clearly document and maintain composition and communication requirements
- Compose quality communications, including content creation and logic development in Interactive
- Define templates and coordinate with technical and business partners to understand the data needed to populate the letters and drive the logic
- Responsible for understanding the flow of the data and communication
- Perform unit testing of compositions and maintain documentation
- Conduct QA peer reviews of compositions and resolve composition-related defects
- Research and resolve production issues promptly
- Lead content modernization analysis to ensure communications remain current and effective
- Cross-Functional Collaboration
- Partner and consult with internal and external teams (e.g., consumer data management, outreach, marketing project management, print fulfillment, email/SMS operations, creative designers, client services, Optum IT, external vendors) to deliver, maintain, and optimize communication deliverables
- Continuous Improvement & Team Culture
- Demonstrate a Capability Mindset and apply Systems Thinking to improve processes and outcomes
- Support and own process improvement efforts to enhance efficiency and quality
- Build and contribute to a positive, supportive, and collaborative team culture
- Contribute to key documentation around communications and processes
- Success Indicators
- Communications delivered accurately and on time
- Minimal defects and quick resolution of production issues
- Effective collaboration with stakeholders
- Continuous improvement in content modernization and process efficiency
- Positive team engagement and contribution to a supportive work environment
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- BA/BS degree or equivalent work experience
- 5+ years of excellent written and verbal communications skills
- 5+ years proven ability to complete analysis and/or escalation to resolve non-standard requests and complex problems
- 4+ years strong track record of embracing continuous improvement methodologies and driving detailed solutions to completion
- 4+ years demonstrating strategic thinking by using appropriate information to diagnose problems, identify root causes, and collaborate with impacted groups to drive decisions
- 2+ years of customer communication management software/platform experience
- 2+ years of experience implementing and maintaining communications in a customer communication platform
- 3+ years demonstrating strong attention to detail and critical thinking skills
- 2+ years of experience with developing processes, quality standards and adherences
Preferred Qualifications:
- 2+ years 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
- Experience in print manufacturing environment
- Familiar with postal design requirements; including use of Intelligent Mail barcodes, NCOA, CASS, and USPS presorting requirements
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.
Skills Required
- BA/BS degree or equivalent work experience
- 5+ years excellent written and verbal communications skills
- 5+ years proven ability to complete analysis and/or escalation to resolve non-standard requests and complex problems
- 4+ years strong track record of embracing continuous improvement methodologies and driving detailed solutions to completion
- 4+ years demonstrating strategic thinking to diagnose problems, identify root causes, and collaborate to drive decisions
- 2+ years of customer communication management software/platform experience
- 2+ years of experience implementing and maintaining communications in a customer communication platform
- 3+ years demonstrating strong attention to detail and critical thinking skills
- 2+ years of experience with developing processes, quality standards and adherences
- Expertise on GMC/Quadient Inspire Designer ICM, Inspire Automation, Interactive, and workflow engine, or comparable document composition tool
- Digital campaign management experience (email and SMS channels)
- PBM/healthcare experience and/or experience in a highly regulated consumer industry
- Workfront experience or equivalent
- Experience in a print manufacturing environment
- Familiarity with postal design requirements including Intelligent Mail barcodes, NCOA, CASS, and USPS presorting requirements
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
Gallery
Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
