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.

Primary Responsibilities:

§   Participates in the implementation and support of an advanced Voice Infrastructure that includes Cisco Voice (UC IP phones, Analog devices, video endpoints), Cisco PSTN Voice Gateways and IP Faxing technologies.

§   Collaborates with IT system analysts to integrate both clinical and non-clinical communications with Cisco Voice infrastructure and to quickly troubleshoot and resolve issues that arise.

§   Participates in the implementation and onboarding of additional clinics to the network.

§   Analyzes, troubleshoots, and resolves voice and faxing issues, in addition to proactively monitoring monthly telephony billing reports, system capacity and license usage.

§   Works with Technology Vendors to troubleshoot ongoing telecommunications performance issues and billing disputes.

§   Provides IT and end user training on voice systems where required.

§   Assists with planned and emergency maintenance of Cisco Voice Infrastructure.

§   Participates in On Call Rotation 24/7.

§   Physical installation/decommission/maintenance of Cisco CUBE voice routers in (2) data centers

§   Physical installation/decommission/maintenance of all telecom equipment in data closets at all 3 hospitals and remote clinic sites

§   Break-fix/installation/replacement of all Cisco desk/wall/patient phones

§   Partner with telecom carriers on physical telecom testing/diagnostics of analog POTS, fax lines, PRI circuits, etc.

§   On-site rounding with end users at 3 hospitals, following major network outages or maintenance events

§   Ad-hoc IT escort to facilities, security and mobility vendors requiring access to secure data closets or data center locations

• 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 regard 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:

§   Any degree with 7+ years of experience (relevant)

§   Experience with Cisco Call Manager 9.x and above, including Unity Voicemail, Contact Center and Jabber products preferred.

§   Experience working in a 24/7 mission critical data center environment is preferred.

§   Intermediate experience with voice translation patterns, interactive voice menu configurations, TCP/IP, SIP, faxing, and POTS troubleshooting desired.

§   Strong analytical and technical problem-solving skills and commitment to customer satisfaction required.

§   Strong commitment to personal accountability and ability to initiate action and pursue goals in the face of unexpected changes or obstacles.

§   Relevant experience in the Healthcare IT environment is preferred.

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.