Instructional Designer

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Instructional Designer / Documentation Writer is responsible for creating, editing, and maintaining high-quality learning and operational content, including Standard Operating Procedures (SOPs), Job Aids, Process Guides, eLearning modules, new hire training content, instructional videos, and other digital learning materials. This role bridges the gap between subject matter experts (SMEs) and end-users by transforming complex information into clear, engaging, and actionable content. Leveraging instructional design methodologies, the role involves designing effective learning experiences using authoring tools such as Articulate Storyline 360 and Rise 360 to support operational excellence and learner performance.

Primary Responsibilities:

• Needs Analysis
• Conduct thorough needs analysis to identify learning gaps and learner requirements
• Solid analytical skills to perform needs analysis and translate findings into effective learning assets being created for end-users
• Content Development
• Develop and maintain SOPs, process documentation, and job aids-this accounts for approximately 80-100% of core work-types, with new hire training content creation being a less frequent assignment
• Simplify complex workflows into clear, concise, and easy-to-follow instructions
• Ensure documents adhere to organizational templates, standards, and tone
• Design process maps to showcase the workflow
• Create instructor-led training content including facilitator guides, participant handouts, and assessments in PowerPoint, Word, HTML formats
• Design and develop eLearning modules using content authoring tools
• Support in maintaining a central repository of all operational documentation developed
• Information Gathering
• Collaborate with SMEs to extract process knowledge, clarify ambiguities through effective probing, and validate accuracy
• Conduct group discussions, observe workflows, and document best practices
• Work closely with trainers, instructional designers, and process owners to ensure alignment
• Editing & Quality Control
• Review existing learning assets (SOPs, eLearning, Job Aid, etc. for consistency, relevance, and readability.)
• Maintain version control and ensure compliance with audit and documentation standards
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Solid writing and editing skills with attention to detail
• Familiarity with common style guides, version control and other documentation standards
• Ability to simplify technical or domain-heavy content for end-user clarity
• Proficiency in MS Word, PowerPoint, Storyline or Rise 360 and collaborative documentation tools (e.g., Confluence, SharePoint)
• Deep understanding of Instructional design - ADDIE, Gagne, etc.
• Demonstrated experience in creating both eLearning and instructor-led training content

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.