Job details
Job type full-time
Full job description
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you getLeading edge technology in an industry that`s improving the lives of millionsHere, innovation isn`t about another gadget, it`s about making health care data available wherever and whenever people need it, safely and reliablyThere`s no room for errorJoin us and start doing your life`s best work.(sm)
This business analyst consultant will perform the routing analyst role supporting and enhancing call technology for optum careThe individual in this position is responsible for end-to-end business process activities related to the ongoing implementations and maintenance of the onni/genesys telephony system across multiple marketsThis position will represent the business side of requirement building, design and architecture when meeting with the implementation/delivery teamsWill lead the efforts in the creation, implementation, and evaluation of migrations, integrations and all day 2 activitiesThey will create strategic and reusable standards for routing solutions ranging from small to multi-month projects through requirements gathering, solution design, user story creation, testing and analyticsThey work closely with agile team members to ensure the team delivers value to the business and ensures a best-in-class caller experienceIn addition, this individual may also work on omni-channel support requests and other special projects as requested by leadershipThis routing analyst will work to support strategic plans for the technologies impacting the optum care service call centersThis individual is a self-starter; with the ability to identify and pursue opportunities with limited directionSolid communication skills, analytic skills and a passion for improving consumer experiences using technology are essential.
You’ll enjoy the flexibility to telecommute* from anywhere within the u.sAs you take on some tough challenges.
Primary responsibilities:
Actively partner with business operations leaders, product owners, and it to support an agile-based program migration
Actively participate in product backlog grooming sessions, retrospectives, defect management and project team release planning sessions
Develop a deep understanding of agent, caller, and product needs and employ that understanding into effective design strategies
Manage and support existing optum care telecom capabilities and features
Support the development of new solutions that generate value, scalability, control, risk mitigation and/or a unified experience to customers
Support key strategic initiatives and provides program leadership for large, complex programs in order to ensure programs and strategies are implemented and maintained effectively
Participate in and/or lead, as appropriate, process/workflow analysis and enhancements to support requirements
Discuss and resolve business data, and process issues within the team(s), across stakeholders
Research/analyze data and business processes, as needed, via quantitative and qualitative analysis for requirements and to support solutioning
Lead and/or support internal review sessions with all levels, including senior leadership
Build relationships and leverage a network of experts–internal and external–that enhance innovation and performance
Remove obstacles and manage remediation of business problems that impact delivery of products, customer satisfaction, and quality
Collaborate with project stakeholders and technical teams regarding enhancements, changes, issues and defects that may impact development, data, workflow and/or functionality
Demonstrates a self-starter attitude and be eager to experiment, invite and explore the potential in new ideas while understanding and mitigating the risk to the organization
Be recognized as a quality subject matter expert for the optum care omni
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:
Bs/ba degree in business or technology related concentration; or equivalent work experience
3+ years of call center experience including knowledge of the call center industry
2+ years of experience working with telecommunications systems such as genesys, cisco icm, avaya pbx, iex, and telephony desktop integrations
Understanding of call flows, skilling, and workforce management
Proficient in ms outlook, word, excel, powerpoint, visio
Experience with process flows and detailed documentation
Experience and ability to drive detailed solutions to completion with minimal oversight (self-directed)
Experience and ability to influence course of action with diplomacy and tact when others are directly accountable for outcomes
Preferred qualifications:
Experience with omni channel routing (chat, sms etc.)
Experience performing root cause analyses and providing solutions for issue resolution
Experience writing test plans and test execution
Experience working with both the omni genesys agent platform and the vccd desktop
General understanding of agent work flows
Project management experience
Call center reporting experience
Healthcare industry experience
Unitedhealth group requires all new hires and employees to report their covid-19 vaccination status.
Careers with optumHere`s the ideaWe built an entire organization around one giant objective; make health care work better for everyoneSo 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 serveOptum, 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 potentialFor you, that means working on high performance teams against sophisticated challenges that matterOptum, incredible ideas in one incredible company and a singular opportunity to do your life`s best work.(sm)
*all telecommuters will be required to adhere to unitedhealth group’s telecommuter policy.
Colorado residents only: the salary range for colorado residents is $79,700 to $142,600Pay is based on several factors including but not limited to education, work experience, certifications, etcIn addition to your salary, unitedhealth group offers 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 unitedhealth group, you’ll find a far-reaching choice of benefits and incentives
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 workplaceCandidates are required to pass a drug test before beginning employment.
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