Workforce Planning Analyst

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 to start Caring. Connecting. Growing together.

We have an opportunity for a Delivery Senior Workforce Analyst to work with our Strategic Planning and Analytics Workforce team to maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company."

As a Workforce Planning Analyst, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions. Join us!

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

Primary Responsibilities: 

• Provide information/updates/tracking of projects and tools to operational business partners across multiple segments and lines of business
• Collaborate with demand and supply Workforce and operational teams
• Project development, ownership, and leadership across multiple business segments/lines of business as well as with vendor partners
• Find creative solutions to complex problems through data management and analytics
• Provide written, visual, and oral communications to all levels of leadership
• Utilize data to present insights into areas of opportunity with regards to metrics and / or the efficient use of resources
• Understand financial drivers and drive processes with segment and LOB leaders as well as vendor partners to drive the daily decisions in support of those measures
• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
• Improve processes to optimize performance and value over time
• Be a strong change agent and resilient to roadblocks
• Anticipate customer needs and proactively identify solutions
• Solves complex problems on own; proactively identifies new solutions to problems
• Plan, prioritize, organize, and complete work to meet established and evolving objectives and timelines

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: 

• Undergraduate degree or equivalent work experience
• 2+ years of experience in service operations center, call center or Workforce Management
• 2+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
• 1+ years of experience leading or managing projects
• 1+ years in using analytical and communication tools to present information (Excel, PPT, etc.)

Preferred Qualifications:  

• 2+ years of experience working in systems administration or reporting
• Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
• Proven track record of identifying defects and process variation, and working to improve processes and reduce defects (Six Sigma, Lean, etc.)
• Prior health care industry experience

Demonstrated Skills:

• Analytical skills
• Advanced statistical analysis skills
• Excellent written and verbal communication
• Ability to package and present complex information to all levels of leadership
• Ability to work independently with minimal direction
• Ownership of projects and work streams
• Collaboration with cross functional teams/individuals to drive desired outcomes and change
• Solid problem-solving skills that enable quick identification and efficient resolution of issues
• Ability to juggle multiple priorities and meet evolving timelines and priorities

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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 hourly pay for this role will range from $29.00 to $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

#RPO, #GREEN