• Provide fast, effective customer support across chat, email, Slack, and video (24x7). • Deliver clear, helpful solutions-troubleshooting integrations, APIs, and cloud infrastructure issues. • Proactively identify emerging trends, escalate crucial feedback, and improve documentation. • Stay on the cutting-edge of product developments and security compliance. • Swiftly recognise and manage critical outages, collaborating closely with engineering and leadership teams.

• Managing the resolution of technical issues for a distinct set of customers. • Troubleshooting complex web applications. • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments. • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. • Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. • Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues.

• Provide technical support to users experiencing issues with the telehealth platform • Troubleshoot login issues, connectivity problems, and general system errors • Guide users through platform features and functionalities • Escalate complex technical issues to engineering teams when needed • Document issues, resolutions, and recurring problems • Collaborate with product and engineering teams to improve user experience

Role Description The CARE Support Analyst provides operational support to CARE Consultants by managing Work Order and Notice of New Business processes, communicating customer program changes, and assisting with research and issue resolution. This role also supports the Business Analyst team and Sr. Capability Manager by conducting routine CARE system audits to maintain data integrity, identify errors, inconsistencies, or workflow gaps, and escalate issues as needed. This position is essential to reinforcing SOP adherence and supporting continuous improvement across CARE Consulting operations. You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Promote operational efficiency across CARE systems through collaboration with CARE Consultants, the Business Analyst team, and internal partners. - Deliver timely, accurate CARE support by managing daily communications, resolving inquiries, handling escalations, maintaining records, and supporting complex customers. - Use clear, concise communication to strengthen collaboration, reduce misunderstandings, and improve outcomes. - Conduct routine CARE system audits to verify accuracy and adherence to internal operational guidelines. - Support continuous improvement initiatives that enhance quality, efficiency, and performance. - Participate in internal meetings with the Business Analyst team to support alignment, issue resolution, and process improvement. - Identify trends and contribute ideas to improve processes and strengthen operational outcomes. Qualifications - High School Diploma/GED - 5+ years of healthcare industry experience - Intermediate level of proficiency with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams - Ability to work independently, manage multiple priorities, and plan, organize, and complete work effectively Requirements - Knowledge of managed care, population health programs, and group health delivery systems - Demonstrated integrity, ethical behavior, and compliance with applicable laws, regulations, and UnitedHealth Group policies - Excellent verbal and written communication skills Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements) - Hourly pay for this role will range from $29 - $52 per hour based on full-time employment Company Description 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. - UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. - UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.