Senior Business Process Analyst - Multiple Sites

Optum Philippines; Makati; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Optum Philippines seeks a Senior Business Process Analyst to support readiness initiatives through development, maintenance, and optimization of process documentation, training materials, and operational resources in a healthcare call center context.

The role partners with cross-functional teams to analyze processes, drive improvements, and ensure accurate knowledge resources for member services operations, including Medicare/Medicaid related workflows.

Qualifications

• 2+ years creating business process documentation, operational procedures, or training materials.
• 2+ years healthcare industry experience, preferably in a call center or member services.
• 2+ years supporting Medicare and/or Medicaid operations.
• 1+ years of project management experience.
• Experience supporting Government Operations Core and/or Complex Member Services processes.
• Proficiency in Word, Excel, PowerPoint; ability to produce process maps using Visio.

Responsibilities

• Create, update, and maintain business process documentation, SOPs, workflows, and training materials.
• Analyze existing processes and identify opportunities for improvement and efficiency.
• Collaborate with operations, training, and stakeholders to implement changes.
• Support multiple projects and deadlines with quality standards.
• Facilitate process documentation reviews with SMEs.
• Manage documentation repositories and knowledge tools (SharePoint where applicable).
• Develop process maps and visual diagrams using MS Office and Visio.
• Support readiness activities for healthcare operations programs.
• Participate in project planning, execution, and tracking.
• Adhere to employment contracts and company policies, including relocation or shift changes as needed.

Skills

Analytical thinking

Organizational skills

Communication skills

Stakeholder management

Time management

Process analysis

Documentation

Education

Bachelor's degree

Bachelor's degree in Business, Communications, Writing, Project Management, Training, or a related field

Tools

SharePoint

Microsoft Word

Excel

PowerPoint

Visio

Avaya

Genesys dialers

Task Tracker

Job description

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.

We are seeking a highly skilled Senior Business Process Analyst to support business readiness initiatives through the development, maintenance, and optimization of business process documentation, training materials, and operational resources. The ideal candidate will have a strong background in healthcare operations, Medicare and/or Medicaid programs, and process improvement within a call center environment.

This role will partner with cross-functional teams to analyze business processes, support operational changes, manage documentation projects, and ensure accurate and up-to-date knowledge resources for member services operations.

Primary Responsibilities

• Create, update, and maintain business process documentation, standard operating procedures, workflows, and training materials
• Analyze existing business processes and identify opportunities for improvement and operational efficiency
• Collaborate with operations, training, and business stakeholders to implement process changes and readiness initiatives
• Support multiple projects and priorities while ensuring deadlines and quality standards are met
• Facilitate process documentation reviews and validation sessions with subject matter experts
• Manage documentation repositories and knowledge management tools, including SharePoint where applicable
• Develop process maps, workflow diagrams, and other visual documentation using Microsoft Office tools and Visio
• Support business readiness activities for healthcare operations programs and initiatives
• Participate in project planning, execution, and tracking activities to ensure successful implementation of operational changes
• 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

• College undergraduate with relevant professional experience
• 2+ years of experience creating business process documentation, operational procedures, or training materials
• 2+ years of healthcare industry experience, preferably in a call center or member services environment
• 2+ years of experience supporting Medicare and/or Medicaid-related operations
• 1+ years of project management experience
• Experience supporting Government Operations Core and/or Complex Member Services processes
• Intermediate proficiency in Microsoft Word, Excel, and PowerPoint
• Proven ability to prioritize and manage multiple assignments simultaneously
• Proven solid analytical, organizational, communication, and stakeholder management skills

Preferred Qualifications

• Bachelor's degree
• Bachelor's degree in Business, Communications, Writing, Project Management, Training, or a related field
• Project Management certification such as PMP, Lean Six Sigma, or equivalent
• Experience supporting multiple Member Services specialty teams or programs, including:
• Advocate4Me
• Navigate4Me
• Employer Group
• Outbound Center of Excellence
• DSNP Care Coordination
• National Experience Center (NEC)
• Resolution Support Specialists (RSS)
• Research Resolution Specialists (RRS)
• Experience administering and maintaining SharePoint sites
• Familiarity with Avaya, Genesys dialers, and Task Tracker applications
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Visio

Competencies

• Business Process Analysis
• Process Documentation and Knowledge Management
• Healthcare Operations Expertise
• Medicare and Medicaid Knowledge
• Project Coordination and Execution
• Continuous Improvement Mindset
• Stakeholder Collaboration
• Communication and Presentation Skills
• Organizational and Time Management Skills

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.