Senior Capability 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 to start Caring. Connecting. Growing together.

 

The Senior Capability Analyst role offers an exciting opportunity to work in an Agile environment, where you will communicate with business stakeholders to interpret business needs and translate them into clear, actionable requirements for the development team. You will be responsible for writing and tracking user stories, developing acceptance criteria, supporting testing efforts, and maintaining essential documentation. While previous experience as an Agile Business Analyst is not required, a background in project management, call routing, or marketing is preferred.

 

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

 

Primary Responsibilities:

• Facilitate discussions with business stakeholders to understand goals, aide in designing a seamless consumer experience and call delivery while identifying potential risk to quality outcomes
• Translate business requirements into clear user stories and acceptance criteria for the development team following business standards
• Monitor progress and accuracy of deliverables and address any changes, blockers, or challenges in a timely manner
• Create and perform user acceptance criteria and test plans (UAT)
• Lead and individually contribute to the design, creation, and maintenance of business processes, call flows, system requirements, and changes
• Collaborate with cross-functional teams, including, but not limited to WFM, NOC, Member Operations, Optum tech which may require problem solving, relationship building, influencing and analyzing data and test results
• Participate in Agile ceremonies like sprint planning, backlog grooming, and retrospectives, working closely with product owners, scrum masters, and development teams

 

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:

• 3+ years of experience in consumer-focused role, call operations, claims processing, back-office functions, or equivalent
• Knowledge of Genesys call delivery systems and reporting tools (e.g. SQL, Tableau, Power BI)
• Solid understanding of workforce management processes and tools (Pulse, IEX)
• Proven effective oral, written, presentation and interpersonal communications skills including the ability to present complex data in a logical, concise manner
• Proven ability to connect tactical deliverables with enterprise objectives and strategies
• Ability to collaborate effectively with both technical and non-technical stakeholders
• Proven problem-solving attitude with the ability to drive process improvements
• Proven detail-oriented mindset with a focus on accuracy and quality
• Proficient in Microsoft Office applications (Excel, Visio, Word, Power Point)

 

Preferred Qualifications:

• Familiarity with call routing
• Experience with project management and process optimization is desirable
• Familiarity with project tools such as AHA and Rally for tracking requirements and progress of initiatives
• Currently working in UHC Operations & Experience
  

 

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

 

The salary range for this role is $71,600 to $140,600 annually 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 al 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. 

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.    

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.