Position SummaryOptum 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 ResponsibilitiesClinical 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
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- 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
Preferred Qualifications- 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
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
