Senior Business Analyst

UnitedHealth Group•Eden Prairie, MN

1d•$72,800 - $130,000•Remote

About The Position

Optum 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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