Senior Business Analyst

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.

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.

• 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

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.

• 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

• Strong analytical and problem-solving skills
• Experience with in healthcare, payer, clinical programs, care management, population health, or contact center operations
• Excellent verbal and written communication skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience analyzing call recordings, speech analytics, customer sentiment, or…