Business Analyst- Optum COVE

UnitedHealth Group•Eden Prairie, MN

4d•Hybrid

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 talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Optum COVE is a fast‑advancing enterprise capability designed to predict, identify, and resolve the moments that matter most in the consumer experience. By blending AI‑powered sensing tools, real‑time monitoring, and enterprise‑wide performance insights, the team surfaces abrasion signals early and drives rapid action to remove friction for our consumers. Working closely with partners across Operations, Tech, Product, and the Consumer Office, COVE coordinates an integrated response that ensures issues are addressed swiftly and consistently. Joining COVE means shaping a future where proactive, data‑driven experience management becomes a competitive advantage for Optum. We are seeking a highly skilled Business Analyst to join our team. The Analyst will play a crucial role in the real-time monitoring and analyzing of the health of our consumer experiences throughout consumer digital and service delivery journeys. As a Business Analyst, you will be responsible for proactively identifying impacts to our consumers, process improvements, technology monitoring, discuss areas of opportunity with various levels of leadership, deliver presentations, host visitors; including c-suite leaders, customers, providers, government officials, etc. to enhance and improve the overall success of our operations. We welcome candidates who are ready to leverage their operational knowledge and grow into an analytics‑focused career path. This position follows a hybrid work model based at MN101, Optum headquarters in Eden Prairie. Employees are expected to work onsite Monday–Friday on a scheduled rotation, with the flexibility to work remotely on designated days. Standard business hours are between 7:00 AM – 5:00 PM CST, and occasional weekend availability may be required based on business needs.

Requirements

1+ years of experience in consumer-focused role, call operations, claims processing, back-office functions, or equivalent
Intermediate PowerPoint presentations with the ability to create and deliver both virtually and in person to various levels of leadership
Proven ability to multitask and prioritize based on real time factors
Proven exceptional analytical and problem-solving skills and the ability to communicate, both written and verbal findings to COVE visitors and partners
Proven to be detail-oriented mindset with a focus on accuracy and quality
Proven problem-solving attitude with the ability to drive process improvements

Nice To Haves

Experience with project management and process optimization is desirable
In-depth knowledge of health insurance regulations, compliance standards, and industry best practices
Proven solid analytical skills with the ability to interpret complex data and trends
Experience in one or more of the following Optum businesses: Optum Health, Optum Rx, Optum Insight or Optum Financial
CLL-- Key Skills and Capabilities: Growth Mindset: Energized by the new, different and unique. Remains curious, expects success, and is courageous
Self-Management: Self-aware, seeks and accepts feedback, align strengths and skills with tasks, and adapts management approach to meet the needs of their team
Resilience & Resourcefulness: Maintains calm and focus under pressure and rebounds quickly in reaction to adversity
Facilitating Execution Plans: Communicates plan progress, adjustments and corrections on a regular basis. Develops detailed, workable tactical plans
Communicating Effectively: Knows the information needed to get things done. Matches all communication to the receiver-in content, tone and best method delivery
Engaging With Leaders: Effectively collaborates with senior leaders by understanding their perspectives, seeking feedback, being solution-oriented, and courageously addressing issues and decisions

Responsibilities

Analyze operational data to identify areas for process improvement, cost optimization, and provide insights rooted in enhancing the consumer experience. This data includes NPS trends, consumer verbatims, digital portal interactions, consumer metrics/critical ops metrics
Collaborate with cross-functional teams, including, but not limited to WFM, Consumer Resolution Center (CRC), Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops, to identify, discuss, and implement enhancements and/or process improvements
Actively monitor live War Room efforts, CRC trends, thumb on current events, or tech outages that could impact the consumer experience
Monitor and interpret operational reports, dashboards, and performance metrics to track key impacts to the consumer experience and overall performance
Participate in strategic planning and contribute to the development of operational goals and initiatives
Demonstrate readiness to interpret and understand the data in a manner that can be efficiently and effectively presented to senior level leaders