Business Analyst- Optum COVE

Requisition Number: 2349580
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 oper ations. 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.
Primary 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

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:

• 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

Preferred Qualifications:

• 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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 to $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.