Job details
Job type full-time
Full job description
Unitedhealthcare is a company that`s on the riseWe`re expanding in multiple directions, across borders and, most of all, in the way we thinkHere, innovation isn`t about another gadget, it`s about transforming the health care industryReady to make a difference? make yourself at home with us and start doing your life`s best work.(sm)
We are trusted advisors to our uhc operations and other business partners who effectively plan for, and direct, the right people to be in the right place at the right timeWe are thoughts-based, curious people who thrive on developing new solutions to solve tough challengesOur analytical and innovative skills drive our mission of helping people live healthier livesWe consistently deliver cost-effective plans, solutions and support while balancing strategy with risk to ensure the appropriate staffing is assigned to meet inventory and aging service levelsWe maintain and execute on the workforce vision of, “enabling unitedhealth group operations to become a competitive advantage for our company.
You’ll enjoy the flexibility to telecommute* from within the u.sAs you take on some tough challenges.
Purpose of job
Analyze inventory and performance against targets, identify causation/drivers to any unplanned results, collaborate with workforce and operations partners as needed, and determine corresponding work direction
Communicate the daily work direction plan for/to operations front line and senior leaders (supervisors, managers, directors, and vps) to execute – ensuring the right people are in the right place at the right time
Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment
Conduct intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerning trends and anomalies to support our operations partners in achieving service levels and business objectives
Collaborate on staffing plans, risks, and recommendations with short range planners and operations partner/leaders to continually adjust based on changing business needs
Primary responsibilities
Daily work direction and realtime monitoring
Conduct data analysis using workforce management software, inventory reporting, and performance applications to:
Review and evaluate daily, weekly, and monthly performance to detect trend and outlier concerns negatively impacting, or with the potential to negatively impact, operations’ ability to meet their inventory targets, service levels, and financial targets including managing/meeting performance guarantees and budget
Interpret current state inventory, receipts, days on hand, aging, completions, and tat against the capacity forecast/plan and the required key performance metrics/service levels to establish the daily inventory management and work direction plan, ensuring operations has line of sight to the various inventory types/volumes for team members to be aligned to the appropriate work type and aging priorities to execute the most effective strategy to meet service levels
Understand the current performance factors of utilization, efficiency, schedule conformance, availability, and vph as well as evaluate the impact and research the reasons for variance against the plan
Effectively communicate with multiple levels, from peers to director and vp level positions, both verbally and in writing regarding such matters as:
Daily work direction and production expectations through effective agendas, daily workforce/operations inventory meetings, and post-call summary communications.
Current status of daily inventory performance against service targets and any concerns around meeting service levels, e.gPerformance factors, inventory mix, process gaps, system issues, education/skill concerns
Assisting business partners in preparing talking points for remediation plans on misses
Action plans for remediation of issues, e.gBreaking containment, skill profile changes, requiring overtime
Monitor, detect issues, and respond [real-time urgent action] to inventory, aging, and performance metrics data - collaborating with operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory/service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency
Manage intra-day staffing levels aligned with multiple work queues and drive the most effective methods for staffing adjustments including adjusting profiles/skilling assignments and/or work-type prioritization.
Additional key responsibilities
Apply an understanding of the technical and business solutions to optimize daily work direction, constructively offer suggestions around staffing forecasts, and identify and provide possible solutions for performance, system, process or skills issues whether in planning process or intra-day management
Support the preparation and maintenance of reports, dashboards and monthly packages relating to staffing, inventory and production levels, aging of inventory, and effectiveness of performance
Be a trusted advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all business partners
Lead innovation and process improvement within workforce management, including involvement in local and national project teams as subject matter experts to improve efficiency across the organization
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:
High school diploma/ged or above
Associate`s degree or 2+ years of experience in business/finance analysis or workforce forecasting and planning
2+ years of experience using advanced level of proficiency in ms excel working with large data sets, including ability to utilize vlookups, create pivot tables and graphs, and incorporate standard formulas and functions
2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
1+ years of experience with either back-office or call center transaction and production tracking applications
Excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunities
Intermediate level proficiency in ms word and ms powerpoint
Adaptable and able to quickly move with change while maintaining a positive attitude
Ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays
Preferred qualifications:
Previous experience communicating with, and presenting to, vps and directors to provide performance status and recommendations as well as collaborate for solutions
Previous experience in capacity modeling, six sigma/process improvement, or project management
Previous experience leading medium-sized projects
Previous experience with ms access with the ability to understand queries
Previous experience maintaining an automated work routing application in a back-office environment, i.eEnterprise work router
Previous experience working with scheduling applications, e.gIex
Previous experience in tableau with skills in creating adhoc reports
Previous experience using ms visio for process flows/mapping
Experience in the healthcare industry with products and services
Careers with unitedhealthcareLet`s talk about opportunityStart with a fortune 5 organization that`s serving more than 85 million people already and building the industry`s singular reputation for bold ideas and impeccable executionNow, add your energy, your passion for excellence, your near-obsession with driving change for the betterGet the picture? unitedhealthcare is serving employers and individuals, states and communities, military families and veterans where ever they`re found across the globeWe bring them the resources of an industry leader and a commitment to improve their lives that’s second to noneThis is no small opportunityIt`s where you can do your life`s best work.(sm)
*all telecommuters will be required to adhere to unitedhealth group’s telecommuter policy.
Colorado residents only: the hourly range for colorado residents is $25.63 to $45.72Pay is based on several factors including but not limited to education, work experience, certifications, etcAs of the date of this posting, in addition to your salary, uhg offers the following benefits for this position, subject to applicable eligibility requirements: health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; employee assistance program; pto; and employee-paid critical illness and accident insurance.
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.
Job keywords: workforce management, wfh, wah, work from home, work at home, remote, business analyst, back office, telecommute, #rpo, hiring immediately
