Job Description :
Job Title: Junior Manager/ Help Desk Manager /Production Support Duration: C2H Location: Eden Prairie, MN Only USC, GC, GC-EAD candidate can apply. Note's to search the right candidate: (Looking for a production support person, but they do not need any programming knowledge. its definitely a hybrid type of role, some analyst, some basic PM stuff, in a support type role. A help desk manager might be a good candidate This is more of a coordinator or manager role. Technical skills a plus, but familiar with technology. junior manager ready to move up - that sort of person) INTERVIEW PROCESS: a. How many rounds? 1 or 2 b. Video vs. phone? Video c. How technical will the interviews be? More focused on organizational skills vs technical skills. IDEAL BACKGROUND: Does not require healthcare. Looking for a more junior resource we can train. * This is more of a coordinator or manager role. Technical skills a plus, but familiar with technology. * Would prefer finding someone 1 or 2 years out of college that we can train into this position. This position will be a day-to-day operational contact for Optum Pay internal customers to identify, research and resolve daily production issues; communicate daily operational issues; develop and maintain policies and procedures; assist in tracking metrics and reporting trends; engage in team, product and project meetings; operate in cross functional environment - interact with business operations, call center, bank operations and implementation teams. Other responsibilities include contributing to process improvement projects; and serve as back-up to Enterprise Operations Lead (EOL) and Site Reliability Engineer (SRE Qualifications: -Customer service skills -Proficient with Microsoft Office Suite including Share Point, Microsoft Word, Microsoft Excel and OneNote -Strong organizational skills -Analytical and problem-solving skills -Excellent verbal and written communication skills Primary Roles and Responsibilities: First point of contact for business users/day-to-day operational support Addresses and resolves any issues and complaints from business or payers Schedule meetings between business ops and IT ops to resolve issues Use application knowledge to trouble-shoot and resolve Engage additional team resources as needed Primary contact for fraud research/incidents Incident monitoring and trends Work with team ensure PTs or user stories are created to resolve trending issues Cancel user incidents that do not require technical assistance to resolve. Provide feedback on where to route issue for assistance (i.e. Provider Payment Relations, Payer Ops, etc) Ensure that tickets are opened by business for handling all issues and/or inquiries Work with payer operations team and payer to resolve on-going payer driven issues Change Tasks Monitor change tasks assigned to workgroup and cancel if there is no impact to Optum Pay Problem Tickets Work with engineers/ops team to thoroughly understand business problem tickets in order to provide overview of issue to EOL and business operations team for prioritization during weekly ops call Ensure problem tickets are properly documented prior to feeding into Rally Service Management Document and maintain operational procedures, job aids and knowledge library Ensure that team is following procedures Audit support Front face of audits, attend/lead walk-throughs, maintain controls, gather evidence, engage resources for demos Status Reports Gather metrics and prepare decks for review with stakeholders Thanks & Regards, Hemant Yadav Business Development Manager Brain Bee LLC Email: Desk Cell Website: