Senior Business Process Analyst

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.

Job Family Description

Positions in this function include those responsible for a variety of functions related to the general management and general business operations across the company and its businesses.

Job Function Description

Positions in this function are responsible for end-to-end business process activities - creating, controlling, and improving business processes using applicable tools. Leads process design and project implementation teams in process improvement activities. Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools. This position is also responsible for quality reporting, analysis, and audits and for developing plans and programs to support continuous quality improvement using applicable tools.

Job Scope and Guidelines:

• Assesses and interprets customer needs and requirements
• Identifies solutions to non-standard requests and problems
• Solves moderately complex problems and/or conducts moderately complex analyses
• Works with minimal guidance; seeks guidance on only the most complex tasks
• Translates concepts into practice
• Provides explanations and information to others on difficult issues
• Coaches, provides feedback, and guides others
• Acts as a resource for others with less experience

General Job Profile:

• Work is self-directed and not prescribed
• Works with less structured, more complex issues
• Serves as a resource to others

Primary Responsibilities:

• Partner with WFM and IT, putting customer experience at the forefront when managing through challenges Know your tools Build a Trusted Advisor Relationship
• Lead, manage and track WFM Tools team projects - through timely, thorough and accurate interactions, work completion and communications
• Work independently and have a strong business ownership, while serving as a resource to others
• Work intakes, chats, and emails as prescribed with expected turnaround times - as well as overseeing TATs are met by the team in all areas
• Take specific actions to collaborate and build trusting relationships with business partners and those we serve
• Be a Trusted Advisor to WFM, team members and management as needed, as well as being a resource to all Business Partners   A trusted advisor is someone who has exceptional, targeted knowledge in a particular industry; one you can expect to provide unbiased advice
• Enable data-driven decisions that establish the WFM Tool team as a 'trusted advisor'
• Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stake holders
• Adjust meetings as necessary to fit within the business schedule
• Provide an agenda, as well as notes with appropriate action items after each meeting
• Collaborate with all WFM functions to support WFM Tool unification efforts and streamlining services provided
• Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services
• Perform ad hoc analysis to identify trends, patterns, and opportunities to improve overall tool performance
• Support business areas during reported system outage and latency
• Educate WFM supervisors, managers, and directors on the WFM tools to help them gain an understanding and appreciation of the tools and how they can be used to more effectively help their team members become as successful and efficient as possible
• Assist WFM in preparing talking points for remediation plans on misses and action plans for remediation of issues
• Take the initiative on projects, committees, and special requests through completion
• Deliver Quality the first time, every time
• Eliminate mistakes, increase credibility, reduce rework, maintain our Brand, Live our Cultural values
• Rigor, Discipline and Consistency in our daily to weekly support of our operational teams, ensuring deadlines are met and commitments are honored, while supporting an overall accuracy of work
• Escalate issues when impacting WFM teams and track through resolution
• Engage in productive discussions with WFM regarding the analysis of data for their respective teams
• Drive best practices using WFM tools
• Mentoring within WFM tips and tricks, knowledge share, best practices  
• Mentoring within the WFM Tools team tips and tricks, knowledge share, best practices  
• Demonstrate innovation and improve process
• Offer creative solutions to improve processes
• Develop solutions to improve the execution of WFM Tool team support to WFM Operations and drive departmental initiatives
• Demonstrate an innovative mindset
• Seek innovative ways to streamline and increase efficiencies in our overall processes
• Identify ways to simplify processes/reporting/communication/tools/products so it is most effective
• Seek automation opportunities
• Partner with the Intradiem vendor, information technology teams, and workforce teams to support platform governance
• Help oversee the health, stability, and proper use of the Intradiem tenant within contact center operations
• Support use case deployment from concept through delivery
• Design and build rules to support new or enhanced use cases
• Audit configurations for accuracy and compliance
• Execute testing prior to launch and provide post launch support
• Complete post maintenance validation to ensure system integrity
• Perform routine system audits and cleanup activities
• Maintain clear reference documentation and change logs for system updates and rule changes
• Support and maintain Intradiem application rules and profiles to meet business needs and targeted use cases
• Act as a trusted partner by understanding customer goals, challenges, and needs
• Ensure high levels of customer satisfaction by addressing questions or issues promptly
• Guide new clients through the onboarding process to ensure a smooth and successful transition
• Gather and analyze customer feedback to identify risks, opportunities, and areas for improvement
• Use data and trends to enhance the overall customer experience
• Prepare and deliver customer presentations, proposals, and reports
• Clearly communicate value propositions, outcomes, and results achieved
• Complete Data analysis and build insight generation
• Client communication, relationship building and problem solving
• 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 regards 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:

• Associate degree or 3+ years of workforce management, planning, forecasting or related application teams
• 3+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
• 2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution      
• 2+ years of experience working with scheduling applications, specifically IEX (NICE WFM)
• 2+ years of experience working with Intradiem
• Experience leading medium-sized projects
• Experience communicating with, and presenting to, VPs and Directors to provide performance status and recommendations as well as collaborate for solutions
• Intermediate level proficiency in MS Word and MS PowerPoint
• Proven ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays with core hours falling between 7am-5pm CST      
• Proven adaptable and able to quickly move with change while maintaining a positive attitude  
• Proven excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions, and opportunities  
• Proven solid attention to detail with the ability to audit and validate system configurations

Preferred Qualifications:

• Experience in six sigma/process improvement, or project management
• Experience working with SharePoint
• Experience in Tableau or SQL
• Experience using MS Visio for process flows/mapping
• Experience in the healthcare industry with products and services
• Experience administering the Intradiem platform
• Experience supporting system testing and production deployments

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.

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