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.
Job Summary: The ProComms Production Lead is responsible for monitoring daily reports and dashboards to identify anomalies or flags. This role involves taking responsibility to initiate investigations, collaborating with various teams, and leading remediation efforts to ensure timely resolution of issues.
Primary Responsibilities:
- Incident Management
- Lead triage and resolution of production issues impacting member communications
- Coordinate across teams (engineering, product, infrastructure, QA) during incidents
- Assemble required teams and hold them accountable for providing answers
- Determine root cause of issues
- Assess the duration of the issue
- Identify when the issue was or will be resolved
- What the fix is
- Lead remediation efforts:
- Collaborate with Operations to determine the remediation plan (e.g., retriggering, or manual outreach)
- Identify scenarios requiring remediation and outline necessary steps
- Work with technology and support teams to execute remediation
- Perform quality assurance and check-out on remediation efforts
- Take accountability for achieving resolution
- Maintain comprehensive documentation of the incident details, status and outcomes on the incident SharePoint list
- Monitoring & Alerts
- Monitor daily reports and dashboards for any anomalies or flags
- Initiate investigations upon identifying yellow or red flags using standard issue/ticketing processes (see incident management for more)
- Research and connect with Operations to determine if changes have occurred
- Engage technology teams to investigate defects or issues
- Identify and define needs for additional reporting and monitoring improvements and bring forward to capability management and analytics teams
- Identify opportunities with engineering to automate proactive detection of failures and degradation
- Hold IT accountable for such monitors
- Work with IT to establish a daily “health of technology” report out to validate technology stability
- Operational Excellence
- Understand ProComms processes and system architecture
- Drive continuous improvement efforts to reduce manual work and improve incident response times
- Identify system gaps and recommend stability, resiliency, and performance enhancements to Product leaders
- Conduct periodic configuration audits, including:
- HEMI List
- CAG Forms/URLs
- CAG Suppression table
- Stakeholder Management
- Notify product leaders of the situation and provide status updates as the investigation progresses
- Own incident communication and postmortems, identifying root causes and follow-up actions
- Documentation & Playbooks
- Create and refine playbooks for common issues and escalation procedures
- Daily Activities:
- Monitoring & Alerts:
- Check daily reports and dashboards for anomalies or flags
- Initiate investigations for any detected issues using standard issue/ticketing processes
- Engage with technology teams to address defects or system issues
- Review the daily “health of technology” report to validate system stability
- Incident Management:
- Lead the resolution of production issues impacting member communications
- Coordinate across various teams (engineering, product, infrastructure, QA) during incidents
- Determine the root cause, assess the duration, and identify resolution strategies for issues
- Maintain comprehensive documentation of incident details on the incident SharePoint list
- Operational Checks:
- Perform quality assurance on remediation efforts to ensure adherence to standards
- Weekly Activities:
- Documentation & Playbooks:
- Update and refine playbooks for common issues and escalation procedures
- Stakeholder Management:
- Provide regular updates and lead postmortem discussions with product leaders to discuss incident outcomes and follow-up actions
- Operational Excellence:
- Drive initiatives to reduce manual work and enhance incident response times
- Conduct configuration audits to ensure accuracy and functionality
- Strategic Initiatives:
- Identify needs for additional reporting and monitoring improvements
- Collaborate with teams to automate detection of system failures
- Monthly Activities:
- Performance Analysis:
- Analyze incidents to identify trends; prepare and present a detailed monthly report
- Stakeholder Meetings:
- Hold monthly meetings to discuss system health, recent issues, and strategic alignment
- System Enhancements:
- Review and schedule system upgrades or enhancements
- Training and Development:
- Organize training sessions to address identified needs based on recent trends
- Quarterly Activities:
- Strategic Review and Planning:
- Review all systems and processes comprehensively; plan for the next quarter based on insights and feedback
- Documentation Review and Update:
- Audit and update all relevant documentation to reflect new processes or changes
- Risk Assessment and Mitigation Planning:
- Lead a quarterly risk assessment to identify and plan for potential threats
- Innovation and Automation Initiatives:
- Evaluate and initiate automation projects; explore new technologies for system improvement
- Quarterly Stakeholder Review:
- Conduct a major review meeting with stakeholders to discuss past achievements and future focus areas
- By managing these activities effectively, the ProComms Production Lead ensures not only the smooth operation of daily processes but also the strategic enhancement of systems and practices to support long-term organizational goals. This structured approach allows for proactive incident management, operational efficiency, and continuous system improvement, all while maintaining clear communication with stakeholders
- 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:
- Undergraduate degree or equivalent experience
- Technical Proficiency: Solid understanding of production processes and technologies is essential. This includes familiarity with industry-standard tools and software
- Customer Focus: Understanding and having a laser focus on patient impacts is essential
- Proven solid sense of Accountability: Proven driven to get results and focused on getting to resolution
- Excellent Communication Abilities: Proven clear and concise communication is crucial for this role, as it involves coordinating with various stakeholders and ensuring that all parties are on the same page
- Project Management Expertise: Proven track record of managing projects from inception to completion, including planning, execution, and monitoring
- Attention to Detail: Proven precision and accuracy are important in this role to ensure that all aspects of production meet the required standards
- Adaptability: Proven flexible and able to adapt to changing circumstances and requirements
- Time Management: Proven efficiently managing time and resources to meet deadlines and deliver high-quality results is crucial
- Proven solid Leadership Skills: Demonstrated ability to lead without authority and ensure a common focus to work towards common goals
- Problem-Solving Skills: Demonstrated ability to quickly identify and resolve issues that may arise during production is vital for maintaining smooth operations
- Team Collaboration: Demonstrated ability to work well with others (I.T. and business) and fostering a collaborative environment is key to achieving success in this role
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.
