Senior Business Process Analyst - Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm)
This Senior Business Process Analyst (BPA) will drive complex technical solutions and customer experience strategy development and will collaborate closely with Operational Leadership on (NPS) initiatives and experiential improvements. Position is self-directed and expected to work on complex issues, can identify solutions to non-standard requests and can translate concepts into practice.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Must be able to work on occasional nights/weekend work as needed.
Primary Responsibilities

• Maintains effectiveness when experiencing changes in work tasks or the work environment
• Leads initiatives for the Interaction Analytics team aimed at enhancing existing instances and expanding capabilities of the Interaction Analytics tool. Partners with Operations to gather and document business requirements
• Understands complex problems quickly and propose a variety of alternative actions
• Ensure the successful completion of all team duties, including analysis, identifying Insights, call listening, issue resolution, and ticket requests within target turnaround times
• Identifies process improvement opportunities and develops options
• Makes presentations to management, providing updates and expected results
• Coordinates and acts collaboratively both with leaders, team members and business partners
• Collaborates with Operations to rollout new business processes that leverage the Interaction Analytics tool
• Utilizes project management skills to ensure tasks are completed on time and in scope, and communication to stakeholders is clear
• Creates and maintains project management documentation (project charters, project plans, etc.)
• Supports continuous quality improvement using applicable tools

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

• 2+ years of experience negotiating resources and defining processes with other teams when roles/responsibilities may be unclear or undefined 
• 2+ years of experience managing/leading both technical and operational projects
• 2+ years’ experience utilizing MapR, DataLake or equivalent data sources
• Flexibility to work occasional nights/weekend as needed
• 2+ years of UHC Operations and/or Quality experience (or equivalent external experience)
• 2+ years MS SQL experience
• Experience/Comfort working with virtual teammates, stakeholders, business partners and technical experts to move initiatives forward
• High level knowledge of call delivery and call recording platforms including Qfiniti and Nexidia (or equivalent external experience)
• Intermediate/Advanced level of proficiency with MS Excel and PowerPoint

Preferred Qualifications

• 2+ years of experience in creating and presenting updates to senior leaders
• PMP certification
• Experience utilizing Visio and MS Project
• Experience working with customer feedback
• Bachelor’s degree or equivalent experience
• Net Promoter System certified or experience implementing NPS system
• Experience using interaction analytics tools, natural language processing technology, and/or machine learning algorithms to perform analysis
• 2+ years of experience leading programs and/or managing roadmaps
• Ability to work across teams in a complex organizational structure 
• 2+ years of experience working with stakeholders to determine business requirements, document requirements and solutioning
• 2+ years of experience in creating and presenting updates to senior leaders
• 2+ years Vendor management/engagement experience

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.
California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington residents is $67,800 to $133,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.