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Job Information

UnitedHealth Group Voice Architect - Telecommute in Seattle, Washington

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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Create Grammar VUI Documentation, this should be a stock, mandatory component of all of our designs. (Design Standards)

  • Never block the exit for the caller

  • Do not confirm prompt for high confidence

  • Create standard Process and Procedures to include but not limited to:

  • Wav Management

  • Creation

  • Swap

  • Verbiage check

  • Coaching the voice talent

  • Create a standard VUI template to include but not limited to:

  • Ensure detailed VUI design is documented

  • Ensure design includes from the time the caller says hello to the time the caller hangs up or decides to route to an Agent

  • Basic intake requirements for features and user stories

  • Journey Map templates

  • Before & After IVR experience to show value story and impact

  • Create and own the NL Main Menu for all IVR's

  • Monthly Audit

  • Monthly findings & recommendations report to Executive Leadership

  • Quality check all VUI designs to ensure design standards have been met

  • Create and maintain assigned self service module and/or modules to include but not limited to:

  • Create first in class voice experience for self service

  • Create and maintain Journey maps

  • Create and maintain end to end detailed and high level executive flow to include but not limited to:

  • From the time the caller is greeted to the time they hang up in the IVR or transfer to an Agent

  • Audit each self service module monthly for the following:

  • Self Service Success

  • Containment Rate

  • Error Rate (NI; NM)

  • Grammar data

  • Own Wav File intake & Process to include but not limited to:

  • Review of proposed script to ensure it is on a 5th grade reading level and has optimal wording for buy in

  • Coach the voice talent in each session

  • Consult & Collaborate on any channels outside of the IVR

  • This collaboration ensure continuity from an experience perspective- the first step is as simple as ensuring the wording is the same. The ideal second and future steps are to ensure that whether you check a claim on the web or on the phone you receive the same experience flow.

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:

  • 4+ years Conversation Design

  • 2+ years voice experience

  • 2+ years chatbot design experience

Preferred Qualification:

  • Healthcare experience

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

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, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. 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.