-: My name is Pratiksha, and I am a project manager
at Optum Technology.
So Optum Technology is part of United Health Group.
United Health Care is the health insurance side,
and then Optum Tech is the healthcare technology.
So they do basically everything under the sun
related to software engineering,
and pertaining to healthcare.
So, my role is really to make sure that my team's focus
is on work that we do to help people live
healthier lives, so keeping things customer-oriented
and just making sure that we're putting the customer first
in trying to develop technology
and meaningful services that help them live healthier,
rather than making healthcare cumbersome for them.
So, I am on a process improvement team,
so what we do is kind of critically look
at certain applications on the employer and
individual side of United Health Care.
Recently, I was looking at three applications.
They were doing close to 20,000 hours of OM,
which is operations and maintenance work a year.
So our goal was to look at their whole problem ticket
process, and their lowest priority to get processed
to reduce some of that 20,000 hours down,
because these were just hours spent on tickets like,
"How do I update my software?"
"How do I create a new profile?"
Things like that, that really shouldn't be something
that you're contacting a help desk for.
It should just be something that we have resources
for customers to be able to do.
So the main tools that I'm using
are pretty much Excel and Visio to build process maps
and just find a way to visualize
what people are telling me they do.
But then after that, tracking is through Excel,
and they we use something called Tableau,
but that's really more related to our "service now"
and incident ticket submissions.
We can pull reports through there and then visualize them
on a heat map or some sort of bar graph to show our managers
and champions for projects
exactly who is meeting what goals and stuff like that.
So my manager and her director expect everyone to be online
or in the office between about 9:00AM and 2:00PM.
Other than that, you can kind of choose if 7:00-3:00
works better for you, or 8:00-4:00, whatever,
as long as you're getting 40 hours a week
and you're completing all your projects and all your work.