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Job Details

UnitedHealth Group

Business Analyst, Care Services - Telecommute


Acute Care


Eden Prairie, Minnesota, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

Positions in this function coordinate the processes and activities that focus on restoring service after an incident occurs for day-to-day operations of the “Genesys Telephony System” with focus on Dialer Operations for the Care Services and related business units. Will be responsible for the analysis, review and provide data for operational and business planning. Documents all problems (database, application, and analytics) Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. Coordinates the efforts of all functions to complete scheduled jobs in a timely manner and takes corrective action as required. Interfaces with other departments as required.

Job Components:

  • Systems Administration of Telephony system
  • Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
  • Impact of work is both internal and external as related to the HouseCalls, Optum at Home and Transitions programs
  • Call center system and agent support
  • Dialer administration and analysis for all database files and loading process
  • Providing support to both on-site and remote contacts when feasible
  • Understand Optum IT policies and procedures
  • Functional Subject Matter Expert

Primary Responsibilities:

  • Troubleshoot issues in Service Now Tickets and Request related to Genesys Telephony system primarily Dialer operations
  • Forecasts and plans resource requirements for calling records loaded within the Genesys Telephony System with focus on Dialer operations
  • Partner with business for ad-hoc data support and analysis
  • Maintain and enhance existing Applications, databases, and queries
  • Understand code, troubleshoot, find issues, and solve problems
  • Assesses and interprets customer needs and requirements
  • Identifies solutions to non-standard requests and problems
  • Analyze, review, forecast, and trend complex data
  • Works with minimal guidance; seeks guidance on only the most complex tasks
  • Present analysis and interpretation for operational and business review and planning
  • Support short and long term operational/strategic business activities through analysis
  • Develop and implement recommended business solutions through research and analysis of data and business processes
  • Produce, publish, and distribute scheduled and ad-hoc client and operational reports relating to the development and performance of products, processes, and technologies
  • Communicate analysis and interpretation to appropriate audiences
  • Work is self-directed and not prescribed
  • Works with less structured, more complex issues
  • Serves as a resource to others

Job Duties:

  • Assist with the design, control, and analysis of inbound call flows and outbound campaigns to optimize right party connections and meet service levels of inbound demands
  • Analyze call center volume, productivity, and trends to optimize calling levels
  • Work closely with management to design, create and implement calling strategies and jobs on dialing system
  • Monitor campaign activities and recommend adjustment to dialing ratios and prioritization to influence the campaign outcomes. Assist internal customers to keep the production environment running at optimum efficiency
  • Analyze call center volume
  • Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact centers and marketing driven initiatives
  • Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
  • Able to work Flexible schedule with working weekends and after standard business hours
  • Able to resolve technical issues related to the Genesys Telephony system primarily Dialer Operations
  • Conduct reporting and analytics on call metric, TFN, application and agent level data

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • 1+ years of experience working at technical Helpdesk, with ability to troubleshoot IT issues and other technology related issues
  • 1 years of experience in Relational database management system (SQL)
  • 1+ years of experience with project methodology (requirements, design, development, test, and implementation
  • Experience in analysis of business process and workflow and providing an evaluation, benchmark and/or process improvement recommendations
  • Understanding of Call Center Environment and phone systems that are used
  • Understanding of HIPAA and other IT security standards in a healthcare environment
  • Proficiency with Microsoft Office Applications (Word, Excel and Outlook, Access, PowerPoint)
  • Ability for some travel, and ability to work with call centers in varied time zones
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • BS degree in Information Systems, Computer Science, or related fields
  • 1+ years of project management support
  • 1+ years of experience with Windows based servers
  • 1+ years of experience with data analysis
  • 1+ years of experience in business/finance including analysis experience with a solid understanding of data storage structures
  • Experience in a healthcare environment or supporting non-technical users
  • ITIL, PMP, Six Sigma knowledge
  • 1+ years managing technical projects

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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.