Senior Clinical Call Analytics Analyst (Remote)

UnitedHealth Group; Eden Prairie (MN); Remote; USD 73,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits

Equity stock purchase

401k contribution

Recognition programs

Job summary

Optum is seeking a highly motivated Business Analyst to support the Clinical Call Quality (CCQ) Project within the Clinical Programs organization. This role will focus on analyzing clinical call interactions, identifying customer experience improvement opportunities, and translating insights into actionable business and operational recommendations.

You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, or related field.
• 1+ years business analysis experience supporting business, operational, healthcare, or clinical initiatives.
• 1 year experience with Microsoft Excel, PowerPoint, or other reporting tools.
• 6 months of experience gathering and documenting business requirements.
• 6 months of experience working with large datasets and identifying actionable insights.

Responsibilities

• Analyze clinical and customer service call recordings, transcripts, and interaction data to identify trends, root causes, and improvement opportunities
• Utilize Nexidia and other call analytics tools to evaluate call quality, compliance, customer sentiment, and operational performance
• Transform call data insights into actionable recommendations that improve member, provider, and customer experiences
• Identify patterns in call drivers, escalation reasons, friction points, and opportunities for process improvement
• Gather, document, and validate business requirements from clinical, operational, and technology stakeholders
• Create business requirements documents (BRDs), process flows, user stories, use cases, and functional specifications
• Facilitate stakeholder discussions to clarify business needs and align priorities
• Support the development and implementation of reporting and analytics solutions
• Partner with Clinical Programs, Operations, Quality, and Technology teams to identify opportunities for workflow optimization
• Conduct gap analyses and current-state/future-state process assessments
• Assist with the design and deployment of solutions that improve call quality, customer satisfaction, and operational efficiency
• Develop dashboards, reports, and presentations summarizing findings and recommendations
• Present analysis and business insights to leadership and project stakeholders
• Track business outcomes and measure the impact of implemented improvements

Skills

Business analysis

Data analysis

Communication

Education

Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, or related field

Tools

Microsoft Excel

PowerPoint

Job description

Optum is seeking a highly motivated Business Analyst to support the Clinical Call Quality (CCQ) Project within the Clinical Programs organization. This role will focus on analyzing clinical call interactions, identifying customer experience improvement opportunities, and translating insights into actionable business and operational recommendations.

You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.