Senior Business Analyst

Optum is seeking a Business Analyst to support its Clinical Call Quality (CCQ) Project within the Clinical Programs organization. The role analyzes clinical call interactions and translates insights into recommendations to improve customer experience, call quality, and operational processes.

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

Preferred

Strong analytical and problem-solving skills

Experience within 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 voice-of-customer data

Knowledge of quality monitoring, customer experience (CX), and continuous improvement methodologies

Experience supporting enterprise-scale initiatives and cross-functional teams

Familiarity with Agile methodologies and user story development

Healthcare Experience

Payer Experience

Clinical Programs

Care Management

Population Health

Contact Center Operations

Call Recording Analysis

Speech Analytics

Customer Sentiment Analysis

Voice-of-Customer Analysis

Quality Monitoring

Customer Experience

Continuous Improvement Methodologies

Enterprise-Scale Initiatives

Agile Methodologies

User Story Development

Analytical Thinking

Problem-Solving

Verbal Communication

Written Communication

Independent Work

Priority Management

Cross-Functional Collaboration

Benefits

Telecommute from anywhere within the U.S.

Comprehensive benefits package (subject to eligibility requirements)

Incentive and recognition programs (subject to eligibility requirements)

Equity stock purchase (subject to eligibility requirements)

401k contribution (subject to eligibility requirements)

Career development opportunities

Company

Health care services and prescription management

Eden Prairie, Minnesota, USA

https://nm.optum.com/

Founded in 1985

10001+ employees

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

Strong analytical and problem-solving skills

Experience within 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 voice-of-customer data

Knowledge of quality monitoring, customer experience (CX), and continuous improvement methodologies

Experience supporting enterprise-scale initiatives and cross-functional teams

Familiarity with Agile methodologies and user story development

Required skills

Business Analysis, Microsoft Excel, Microsoft PowerPoint, Business Requirements Documentation, Large Dataset Analysis, Healthcare, Contact Center Operations, Speech Analytics, Customer Sentiment Analysis, Quality Monitoring, Agile Methodologies, User Story Development

Preferred skills

Strong analytical and problem-solving skills, Excellent verbal and written communication skills

Experience

1+ years