Business Analyst - WFM

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.

Primary Responsibilities:

• Configuration
  
  • 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
• Develop, demonstrate, and continuously improve understanding of upstream and downstream impacts to Operations and their many Business Partners
• Support the Reporting Team’s design and training of reports, dashboards and monthly packages relating to staffing, inventory and production levels, aging of inventory, and effectiveness of performance
• Develop effective/strategic business solutions through research and analysis of data and business processes to solve staffing or inventory crises/challenges, including developing innovative approaches to solve problems
• Collaborate between the delivery team, UAT leads, WE Enablement, L&D and other internal support areas.
• Work with Operations team to get the list of new EWD Users and submit the Secure request to get them access to EWD. If there are role changes submit the necessary updates to groups and skills.
• Identify correct Routing Rule setup for each Business area that goes into EWD so that the system can assign out work using the TAT goals logic and business priorities.
• Complete all skilling updates based on daily/weekly performance analysis w/ WFM partners
• Refine business enablement EWD practices to ensure tight control over skilling and routing changes.
• Update configuration in EWD for TAT Rules, Special Processing Rules
• Partner with IE, SRP, LRP and WF as new skilling is needed to ensure everyone is on the same page
• Continued training EWD and new features for leaders and New WF Teams
• Monitor, detect issues, and respond [real-time urgent action] to inventory, aging, and performance metrics data - collaborating with the NOC [National Operations Center], EWD Admin, Operations, and other Business 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
• Align with workforce teams to communicate the daily work direction plan for/to Operations leaders (Supervisors, Managers, Directors, and VPs) to execute ensuring the right people are in the right place at the right time
• Assisting Business Partners in preparing talking points for remediation plans on misses
  Additional Key Responsibilities
• Create partnerships/establish credibility with Operations and their Business Partners to maximize on-going contact, communication, and process improvement to enhance client outcomes
• Be courageous in challenging peers, operational partners in the spirit of true transformational change
• 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
• Actively engage in transformational solutions in the spirit of getting to the most effective answer outcome
• Support the design 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 - creating partnerships and establishing credibility with Operations and their Business Partners to maximize on-going contact, communication, and process improvement to enhance client outcomes
• 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
• Work independently and have a strong business ownership, while serving as a resource to others
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Associate's degree or 5+ years of experience in business/finance analysis or workforce forecasting and planning
• 5+ 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
• 5+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
• 5+ 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:

• Experience communicating with, and presenting to, VPs and Directors to provide performance status and recommendations as well as collaborate for solutions
• Experience in capacity modeling, six sigma/process improvement, or project management
• Experience leading medium-sized projects
• Experience with MS Access with the ability to understand queries
• Experience maintaining an automated work routing application in a back-office environment, i.e. enterprise work router
• Experience working with scheduling applications, e.g. IEX
• Experience in Tableau with skills in creating adhoc reports
• Experience using MS Visio for process flows/mapping
• Experience in the healthcare industry with products and services

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.