Business 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.

We are seeking a detail-oriented and analytical Business Analyst to join our dynamic team at United HealthCare. In this role, you will play a crucial part in optimizing our workforce planning and ensuring that we have the right staff in the right place at the right time.

You will manage vendor partners in both operational execution and process improvement. You will ensure day-to-day metrics are met based on a solid understanding of contact center operations, reporting & analytics in a multi-channel environment. You will effectively partner with vendors and internal WFM to meet and exceed service levels, staffing, and response time goals.

Primary Responsibilities:

• Workforce Planning: Collaborate closely with capacity planners to develop and implement comprehensive workforce planning strategies. This involves assessing the staffing needs of various contact types, forecasting future requirements, and ensuring that the right number of staff with the appropriate skills are available to meet operational demands. You will also monitor and adjust plans as needed to respond to changes in volume, seasonal trends, and other factors that impact staffing needs
• Data Analysis: Conduct thorough analysis of workforce data to uncover trends, gaps, and opportunities for improvement. This involves collecting and examining data related to staffing levels, service level performance, shrinkage, and productivity. You will use various analytical tools and techniques to interpret the data, identify patterns, and generate actionable insights. Your analysis will help pinpoint areas where staffing may be insufficient, highlight potential inefficiencies, and suggest strategies to optimize workforce utilization. Additionally, you will present your findings in clear, concise reports to inform decision-making and support strategic planning
• Reporting: Create regular reports on key workforce metrics like staffing levels, shrinkage, and productivity. Use data from various sources to ensure accuracy and present it clearly. Highlight trends and provide recommendations to help operations make informed decisions. Your reports will track progress and support continuous improvement
• Collaboration: Work closely with vendor partner and other internal stakeholders to understand their staffing requirements and challenges. Anticipate business needs and proactively identify solutions. Plan, prioritize, organize, and complete work to meet established and evolving objectives and timelines. Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data
• Optimization: Recommend and implement solutions to optimize workforce utilization and enhance operational efficiency
• 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:

• College Undergraduate or equivalent work experience
• 3 years of experience in workforce analysis, preferably in the healthcare industry
• Experience in working with tools like IEX, Verint , Microsoft Suite. and other comparable systems, including workforce management software
• Expert knowledge and usage of Erlang C and call center forecasting methodologies, staffing models, and scheduling methodologies, including the ability to model these by hand or with workforce management software
• Familiarity with workforce management software and healthcare industry standards
• Proven solid analytical skills, proficiency in data analysis tools (e.g., Excel, SQL), excellent communication and interpersonal skills, and the ability to work collaboratively
• Advanced spreadsheet and database skills with proficiency in developing models, as well as analytical and graphical insights

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.