[Hiring] Senior Business Analyst @UnitedHealth Group

Role Description

Optum is seeking a highly motivated Business Analyst to support the Clinical Call Quality (CCQ) Project within the Clinical Programs organization. This role will focus on analyzing clinical call interactions, identifying customer experience improvement opportunities, and translating insights into actionable business and operational recommendations. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Key Responsibilities

• Clinical Call Analysis & Insights
  • Analyze clinical and customer service call recordings, transcripts, and interaction data to identify trends, root causes, and improvement opportunities.
  • Utilize Nexidia and other call analytics tools to evaluate call quality, compliance, customer sentiment, and operational performance.
  • Transform call data insights into actionable recommendations that improve member, provider, and customer experiences.
  • Identify patterns in call drivers, escalation reasons, friction points, and opportunities for process improvement.
• Business Analysis
  • Gather, document, and validate business requirements from clinical, operational, and technology stakeholders.
  • Create business requirements documents (BRDs), process flows, user stories, use cases, and functional specifications.
  • Facilitate stakeholder discussions to clarify business needs and align priorities.
  • Support the development and implementation of reporting and analytics solutions.
• Process Improvement
  • Partner with Clinical Programs, Operations, Quality, and Technology teams to identify opportunities for workflow optimization.
  • Conduct gap analyses and current-state/future-state process assessments.
  • Assist with the design and deployment of solutions that improve call quality, customer satisfaction, and operational efficiency.
• Reporting & Communication
  • Develop dashboards, reports, and presentations summarizing findings and recommendations.
  • Present analysis and business insights to leadership and project stakeholders.
  • Track business outcomes and measure the impact of implemented improvements.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, or related field.
• 1+ years business analysis experience supporting business, operational, healthcare, or clinical initiatives.
• 1 year experience with Microsoft Excel, PowerPoint, or other reporting tools.
• 6 months of experience gathering and documenting business requirements.
• 6 months of experience working with large datasets and identifying actionable insights.

Requirements

• Strong analytical and problem-solving skills.
• Experience within healthcare, payer, clinical programs, care management, population health, or contact center operations.
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience analyzing call recordings, speech analytics, customer sentiment, or voice-of-customer data.
• Knowledge of quality monitoring, customer experience (CX), and continuous improvement methodologies.
• Experience supporting enterprise-scale initiatives and cross-functional teams.
• Familiarity with Agile methodologies and user story development.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Company Description

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/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
• UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.