Business Process Analyst - NICE WFM - IEX - Remote

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 diversity and inclusion, 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.

Quality at UnitedHealth Group means striving for excellence in everything we doin order tohelp us achieve our Mission. Simply put,it’sinour DNA and whywe’rein business - to help people.Our Mission serves as ourwhy;ourValuesunite us aroundhow we willachieve it. Because when we follow our Mission and live our Values, we deliver Quality.

Quality at UnitedHealth Group means striving for excellence in everything we doin order tohelp us achieve our Mission. Simply put,it’sinour DNA and whywe’rein business - to help people.Our Mission serves as ourwhy;ourValuesunite us aroundhow we willachieve it. Because when we follow our Mission and live our Values, we deliver Quality.

Position is responsible for end-to-end business process activities - creating, controlling and improving business processes. Engaged in process design and with project implementation teams in process improvement activities. Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools. This position is also responsible for quality reporting, analysis and audits and for developing plans and programs to support continuous quality improvement using applicable tools.

• Uses pertinent data and facts to identify and solve a range of problems within area of expertise
• Investigates non-standard requests and problems, with some assistance from others
• Works within a specific knowledge area, NICE WFM (IEX), will gain insight in to other tools supported within the team (Intradiem, Mobility, Mapping Tool)
• Prioritizes and organizes own work to meet deadlines
• Provides explanations and information to others on topics within area of expertise

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Partner with WFM and IT, putting customer experience at the forefront when managing through challenges. Know your tools. Build a Trusted Advisor Relationship
• Work independently and have a solid business ownership, while serving as a resource to others
• Work intakes, chats, and emails as prescribed with expected turnaround times
• Take specific actions to collaborate and build trusting relationships with business partners and those we serve
• Be a Trusted Advisor to WFM, team members and management as needed, as well as being a resource to all Business Partners - A trusted advisor is someone who has exceptional, targeted knowledge in a particular industry; one you can expect to provide unbiased advice
• Enable data-driven decisions that establish the WFM Tool team as a 'trusted advisor'
• Plan and facilitate effective meetings, providing clear communication of tasks at hand and appropriate follow up to keep channels of communication open across stake holders
• Adjust meetings as necessary to fit within the business schedule
• Provide an agenda, as well as notes with appropriate action items after each meeting
• Collaborate with all WFM functions to support WFM Tool unification efforts and streamlining services provided
• Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services
• Perform ad hoc analysis to identify trends, patterns, and opportunities to improve overall tool performance
• Support business areas during reported system outage and latency
• Educate WFM supervisors, managers, and directors on the WFM tools to help them gain an understanding and appreciation of the tools and how they can be used to more effectively help their team members become as successful and efficient as possible
• Assist WFM in preparing talking points for remediation plans on misses and action plans for remediation of issues
• Take the initiative on projects, committees, and special requests
• Eliminate mistakes, increase credibility, reduce rework, maintain our Brand, Live our Cultural values
• Rigor, Discipline and Consistency in our daily to weekly support of our operational teams, ensuring deadlines are met and commitments are honored, while supporting an overall accuracy of work
• Escalate issues when impacting WFM teams
• Engage in productive discussions with WFM regarding the analysis of data for their respective teams
• Drive best practices using WFM tools
• Mentoring within WFM - tips and tricks, knowledge share, best practices
• Offer creative solutions to improve processes
• Develop solutions to improve the execution of WFM Tool team support to WFM Operations and drive departmental initiatives
• Demonstrate an innovative mindset
• Seek innovative ways to streamline and increase efficiencies in our overall processes
• Identify ways to simplify processes/reporting/communication/tools/products so it is most effective
• Seek automation opportunities

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:

Before applying, please ensure each of these experiences are stated clearly on your resume under each applicable employer entry

• 2+ years of workforce management, planning, forecasting or related application teams
• 2+ 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.
• 2+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
• 1+ years of experience working with scheduling applications, specifically IEX (NICE WFM)
• Experience communicating with, and presenting to, VPs and Directors to provide performance status and recommendations as well as collaborate for solutions
• Intermediate level proficiency in MS Word and MS PowerPoint
• Proven 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.
• Proven 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 but with core hours falling between 7am-5pm CST

Preferred Qualifications:

• Experience in six sigma/process improvement, or project management
• Experience leading medium-sized projects
• Experience working with Intradiem
• Experience working with SharePoint
• Experience in Tableau or SQL
• Experience using MS Visio for process flows/mapping
• Experience in the healthcare industry with products and services

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

The hourly range for this role is $28.61 to $56.06 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.