1st Line Support Analyst

Requisition Number: 2330979
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Here at Optum, we're transforming how patients access healthcare. As a 1st Line Support Analyst (full-time, permanent, hybrid from Leeds), you'll be part of a collaborative team providing exceptional customer service to end users of our products and services. You'll diagnose and resolve issues, escalate complex cases, and ensure patients receive timely and professional support.
What you'll do:
As a 1st Line Support Analyst, you'll handle patient contacts professionally, using effective customer service skills and logical problem-solving. You'll work to pre-defined KPI targets, escalate major issues and complaints, and collaborate with development teams to resolve technical queries. Your role will be key in maintaining clinical safety and information governance standards.
Primary Responsibilities:

• Handle patient contacts in a professional manner using effective customer service skills
• Diagnose and resolve issues raised by patients using processes and training knowledge
• Work to pre-defined KPI targets
• Identify and escalate clinical safety and information governance incidents appropriately
• Escalate major issues and complaints to management
• Raise technical queries with development teams
• Ensure all company policies and procedures are read, understood, and acknowledged

Who You'll Be:
We're looking for someone with experience in a customer service or service desk environment, who thrives under pressure and has superb communication skills. You'll bring logical thinking, solid attention to detail, and confidence in managing targets and SLAs.
You will 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 providing development for other roles you may be interested in.
Required Qualifications:

• Proven experience in a customer service role or service desk environment
• Proven excellent communication and customer service skills
• Proven logical thinker with solid analytical and problem-solving skills
• Demonstrated accurate record keeping and attention to detail
• Proven ability to work in a target/SLA/KPI-driven environment
• Proven active listening and solid questioning ability
• Demonstrated confidence working under pressure

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.
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.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © 2025 UnitedHealth Group. All rights reserved.