Senior Workforce Representative

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.

Primary Responsibilities:

• Partner with Operations, putting customer experience at the forefront when managing through challenges. Know your business. Build a Trusted Advisor Relationship
  • Work independently and have a solid business ownership, while serving as a resource to others.
  • Take specific actions to collaborate and build trusting relationships with business partners and those we serve
  • Be a Trusted Advisor to Operations, 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
  • Proactively plan according to current trends; strategize based on anticipated trends and projections
  • Enable data-driven decisions that establish Workforce Planning & Support 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 workforce planning functions to support WPS unification efforts and streamlining services provided
  • Improve inventory planning and alignment between Workforce Analysts (WFA), Short Range Planning (SRP), Long Range Planning (LRP), Scheduling & Configuration, and Industrial Engineering (IE) teams by analyzing data, identifying opportunities to planning partners to ensure appropriate staffing and inventory/aging service levels
  • Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services
  • Analyze inventory and performance against targets and determine corresponding work direction and to identify opportunities for operations
  • Effectively communicate the daily work direction plan for/to Operations, Supervisors, Managers, Directors, and VPs, verbally and/or in writing
  • Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment
  • Conduct data analysis of current state inventory, receipts, completions, capacity, and agent performance including intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns- collaborating with Operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory/service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency
  • Perform ad hoc analysis and reporting to identify trends, patterns, and opportunities to improve overall business performance
  • Support the preparation, maintenance and analysis of reports, dashboards and monthly packages relating to staffing, inventory, and production levels, aging of inventory, and effectiveness of performance
  • Support business areas during reported system outage and latency
  • Provide guidance to operations on appropriate scheduling practices to achieve 95-105% conformance, utilizing appropriate processes; or realize a 2% improvement throughout the year.
• 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 goals may be compromised, there is risk of financial targets not being achieved and/or the customer experience may be unsatisfactory unless deliberate actions are taken. Analyze performance and make recommendations to ensure financial goals are achieved. (PGs, Financial OT)
  • Engage in productive discussions with operations regarding the analysis of data for their respective teams
  • Drive scheduling and capacity planning accuracy through the use of WPS tools
  • Mentoring within WP&S - 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 WP&S support to Business 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
• 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:

• Any Graduate
• 1+ years of experience using MS Excel working with data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
• 1+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
• 1+ years of experience with either back-office or call center transaction and production tracking applications
• 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
• Intermediate level proficiency in MS Word and MS PowerPoint
• Adaptable and able to quickly move with change while maintaining a positive attitude
• Ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays

Preferred Qualifications:

• Associate's degree or 2+ years of experience in business/finance analysis or workforce forecasting and planning
• Experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions.
• Experience in capacity modeling, six sigma/process improvement, or project management
• Experience leading medium-sized projects
• Experience with MS Access with the ability to understand queries.
• Experience maintaining an automated work routing application in a back-office environment, i.e., enterprise work router
• Experience working with scheduling applications, e.g., IEX
• Experience in Tableau with skills in creating ad hoc reports.
• Experience using MS Visio for process flows/mapping.
• Experience in the Healthcare Industry with products and services

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.