Technical Support Manager - Herndon, VA or Telecommute

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

DocASAP connects patients with optimal care providers by intelligently matching patient needs with care delivery workflows and simplifying timely access through online scheduling across websites that patients use and trust.

The Production-Application Support Manager will be responsible for overseeing configuration requests and production issues affecting online scheduling while managing internal best practices and ensuring client satisfaction. The candidate will also be an escalation point of contact for application support issues, and they are required to be able to handle challenging issues related to supporting various applications and systems.

Technical Support Manager will manage a team of technical and configuration support analysts. Ideal candidate is one who enjoys working with customers while applying out of the box thinking and problem solving. You and your team will need to act as a bridge between the customer and the product engineering teams. You and your team need to understand the issues reported by customers or internal teams on production environments and provide configurable or technical resolutions to those issues within agreed upon service level agreements (SLAs). You would be developing team to become the domain expert in various product features with the unique ability to understand the customer pain points as well as technical areas.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges. Herndon, VA preferred.

Primary Responsibilities:
  • Manage team of technical and configuration support analysts
  • Develop best practices around troubleshooting and its adherence while providing regular guidance to the team with their queue and time management
  • Develop efficient team of support analysts to troubleshoot productions issues to find the root cause and find workaround solutions which may be related to product configurations, server issues, or coding defects
  • Determine business impact and escalate internally to all the stakeholders and provide accurate feedback to the client
  • Lead regular status meetings with the team, automate & perform regular monitoring and tracking of issues during regular business hours and extended hours
  • Liaison between client, product & engineering teams to find quick and meaningful resolution to issues
  • Prepare weekly SLA reports for the leadership and gather feedback
  • Develop monthly/quarterly training schedule for the team to reduce cross functional dependencies
  • Get hands-on in terms of understanding and resolving critical technical issues
  • Extract meaningful learnings and patterns from production issues and suggest new features/enhancements to product management group for future releases
  • Develop and maintain documentation for technical support procedures post new feature release

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:
  • Working experience of Unix commands
  • Knowledge and experience of working in an agile based methodology setup
  • Understanding of relational databases like MySQL Or Oracle or others
  • Expert with SQL queries
  • Working knowledge on Healthcare integrations and interoperability - HL7, EDI, CCR/CCD, FHIR
  • Well-versed with OOPs concepts and has a working knowledge of Java or php
  • Can automate common recurring tasks using a scripting language (shell, perl scripts) and other industry standard tools
  • Working knowledge on programming and scripting languages like JAVA, .NET, PERL, Python, C
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:
  • Masters or BS degree in Information Technology, Computer Science or relevant field
  • Experience working with AWS, Linux, Apache, Tomcat, Active MW
  • Passionate about working in a high energy startup with the zeal to learn new things

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Technical Support Manager, Technical Support, HL7, EDI, CCR/CCD, FHIR JAVA Oracle MySQL, AWS UNIX Linux Provider, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote