AI Operations Analyst

UnitedHealth Group•La Crosse, WI

3d•$29 - $52•Remote

About The Position

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. The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, “all other duties as assigned” will be expected for each position. The AI Operations Analyst role is responsible for supporting the integration and optimization of AI capabilities within a contact center environment. The position focuses on understanding operational workflows, gathering and documenting requirements, evaluating performance, and supporting cross‑functional collaboration between Operations, Clinical teams, IT, and Analytics. This role does not require direct development or coding of AI tools. Instead, the analyst defines business requirements, supports testing and rollout activities, monitors performance, and identifies additional opportunities for AI-driven process improvement. Familiarity with Amazon Connect, Contact Lens, and Amazon Lex are highly beneficial for understanding system capabilities and developing effective requirements. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

High School Diploma/GED (or higher)
3+ years of experience in business analysis, operations analysis, or contact center operations – to include business and functional requirement development, writing user stories, creating process documentation, knowledge of handling PHI/PII and HIPAA considerations
2+ years of experience with MS Office suite proficiency - mainly MS Excel
1+ years of experience with contact center systems, industry standard telecom design. Preferably Amazon Connect, Contact Lens or Amazon Lex/Bedrock
Ability to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
United States citizenship

Nice To Haves

National Career Readiness Certificate
Experience using process mapping tools such as Visio, Lucidchart or Miro
Experience supporting cross‑functional projects involving technology and operations teams
Experience with AI-driven clinical triage, clinical decision support or symptom assessment tools
Experience in healthcare contact centers, clinical workflows or eligibility processes
Experience with utilizing Six Sigma tools for process decomposition
Exposure to AI/ML tools or AI‑enabled business processes
Prior military, TRICARE Beneficiary experience and/or contact center experience
Project Management experience, healthcare related field experience and knowledge of military databases
Familiarity with BI tools such as Power BI, QuickSight or Tableau
Ability to create simple prototypes or conceptual models (e.g., sample intent designs, draft call flow logic, prompt concepts)
Lean, SSA, process improvement, continuous improvement training
Strong analytical and problem‑solving skills with the ability to transform insights into actionable recommendations
All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Responsibilities

Collaborates with Operations, Quality, and Clinical teams to understand processes, challenges, and desired outcomes
Translates business needs into clear, structured business and functional requirements for technical teams
Develops process maps, user stories, acceptance criteria, and test scenarios for technology enhancements, AI-capabilities, Contact Center operational workflows and reporting
Supports the design and refinement of call flows, agent workflows, and user interactions
Contributes to the development of AI-enabled workflows for demographic and eligibility data capture, clinical AI integration, and agent-assist capabilities
Conducts research on emerging AI capabilities and applies best practices relevant to contact center operations
Partners with subject matter experts to validate workflow logic and ensure operational accuracy
Defines success metrics and KPIs for AI initiatives, such as containment rates, accuracy, efficiency, sentiment, and quality impacts
Supports the development of dashboards or analytical views to monitor AI performance over time
Performs root cause analysis to identify issues affecting workflow or AI performance
Prepares summaries, insights, and recommendations for operational and technical leadership
Acts as the primary operational liaison to IT, Data, and vendor teams for AI enhancements and platform changes
Supports planning and execution of user acceptance testing (UAT)
Assists in organizing work plans, documenting requirement decisions, translating feedback, and coordinating project timelines
Participate in the onboarding and implementation of new contact center platforms
Identifies opportunities to use AI to improve efficiency, compliance, or customer experience
Develop benefit assessments, value estimates, and business cases for potential AI use cases
Maintains a structured backlog of improvement opportunities and participates in prioritization discussions