Senior Technical Operations Specialist

4 weeks ago

Richmond, British Columbia, Canada UnitedHealth Group Full time

At UnitedHealth Group, we're committed to helping people live healthier lives and making the health system work better for everyone. As a Senior Technical Operations Specialist, you'll play a critical role in delivering care and improving health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need.

The Cloud Support Operations Expert will provide second-level Stratus application support to front-line teams from the Support and Services departments. You'll enjoy the flexibility to work remotely from anywhere within Canada, except for the Saskatchewan province.

Key Responsibilities:

  • Act as a senior technical resource for Support and Services team members for the Change Healthcare's Cloud applications, including Stratus Imaging Archive and Stratus Imaging Viewer.
  • Assist in troubleshooting on-premise PACS software, especially when issues arise while interacting with Stratus products.
  • Monitor and ensure accuracy of all escalations and requests throughout the day and consistently resolve, de-escalate, or further escalate issues.
  • Research, investigate, and test new, possibly undocumented, issues and workflows prior to production release.
  • Analyze and consider impacts of decisions and changes on interconnected systems and workflows.
  • Coordinate issue resolution efforts with other departments (internal and external) to ensure timely and efficient resolutions are met and customer satisfaction is upheld.
  • Maintain proper tracking of problem resolution for reference, knowledge collection, and management reporting.
  • Active contribution to knowledge management systems.
  • Contribute to the creation, maintenance, and delivery of technical training related to the products being supported.
  • Provide input to Engineering regarding serviceability and product acceptance and operation in production environments.
  • Be available for a weekly on-call rotation for off-hour critical and patient safety issues escalation.
  • Provide on-call/after-hours support for critical and patient safety issues.
  • In-depth technical knowledge is required to perform the role well, ranging from proprietary software, Google Cloud infrastructure and tools, Operating Systems, Networking, Hardware, and 3rd-party products.
  • Effectively communicate complex technical terms to less-technical individuals.
  • Effectively prioritize, manage, and provide timely and accurate solutions for critical events under tight timelines.
  • Understand and explain the 'right way' to perform actions, even if they are more work or lead to difficult conversations.

Required Qualifications:

  • Bachelor and/or college degree (Computer Technical Specialist diploma preferred) or equivalent experience.
  • 1+ years of experience troubleshooting Change Healthcare Radiology Solutions products, specifically around the Archiving subsystem or equivalent.

Preferred Qualifications:

  • Cloud/GCP experience.
  • 1+ years troubleshooting Change Healthcare Stratus Solutions.
  • HL7 and DICOM experience.
  • Experience with JSON.
  • Proven solid communication and customer services skills.
  • Demonstrated continuous desire to learn.
  • Ability to coach, mentor, and train.
  • Ability to work independently without supervision.

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

The salary range for this role is $75,000 to $ annually.

At UnitedHealth Group, we believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. We're 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.

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.

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