Workforce Planning Analyst - Telecommute

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

The role will also identify opportunities to enhance operational effectiveness (quantitatively and qualitatively), as they relate to workforce planning.

This position will also conduct and manage outcomes of various studies to include analyzing, reviewing, forecasting, trending, and presenting complex information for operational and business planning. This role will support short/long term operational/strategic business activities by developing, enhancing and maintaining operational information and models. The new hire will develop and implement strategic business solutions via research/analysis of data and business processes. This role supports the execution and support of weekly and daily resource planning.

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

Primary Responsibilities:
Planning & Forecasting:
  • Create and maintain staffing models for Operations areas, which requires a complete knowledge of Ops' business objectives, inventory, and performance metrics
  • Routinely present to and collaborate with Operations / Business partners, including VPs and Directors on staffing models, data analysis, and recommendations to improve service while reducing cost
  • Collaborate with Workforce Planning Lead, Operations, and other business partners to ensure we have accurate data in our models
  • Develop effective, strategic business solutions to solve staffing or inventory crises / challenges, including developing innovative models to solve problems to enable data - driven decisions by senior leadership

Daily Work Direction and Monitoring:
  • Conduct data analysis of current state inventory, receipts, days on hand, aging, completions and TAT against the capacity forecast / plan and the required key performance metrics (e.g. utilization, efficiency, conformance) and service levels to develop daily work direction plan (staff / inventory pairing) to meet Operations' inventory targets, service levels, and financial targets including managing / meeting performance guarantees and budget
  • Effectively communicate across all levels of the organization, and via all communication platforms such matters as daily inventory status and work direction, production expectations, stalled inventory concerns, process gaps, system issues, education / skill concerns, recommendations and action plans for remediation, etc.
  • Monitor, detect issues, and respond [real - time urgent action] to inventory, aging, and performance metrics data - collaborating with Operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory / service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency
  • Be a Trusted Advisor measured by achieving a high level of partner satisfaction through providing training on tools, reports, dashboards, and processes to team members and management as needed, as well as being a resource to all Business Partners

  • Analysis, maintenance and review information related to forecasting accuracy, efficiency recommendations, operational risks and opportunities, and forecast updates/trending
  • Manage staffing levels (at the appropriate level of granularity) aligned with multiple work queues and drive the most effective methods for staffing adjustments including adjusting profiles / skilling assignments and / or work - type prioritization
  • Develop, recommend, implement, and continuously improve business solutions and processes driving long term value to the organization
  • Review and report on key operational metrics including volume, inventory, productivity, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time

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:
  • 2+ years of work experience in Workforce Management (WFM)
  • 2+ years of long and/or short-term capacity planning for Backoffice teams
  • 2+ years of gathering, analyzing, researching, and modeling data
  • Advanced proficiency with Microsoft Excel (build formulas, data analysis, reporting, VLOOKUPs, and Pivot Tables)
  • Experience with short term forecasting methodologies focused on workload volumes and FTE resource needs in dynamic and highly complex business environments
  • Proven analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
  • Demonstrated ability to drive change and influence individuals at all levels of the organization and to take appropriate risks

Preferred Qualifications:
  • Bachelor's Degree
  • Highly effective communicator with an adaptive style for all audiences, across all communications channels

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 7 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $53,300 to $95,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

Job Keywords: Workforce Planning Analyst, Workforce Analyst, WFM, WFM Analyst, staffing models, capacity planning, back office capacity planning, data management, workforce forecasting, Advanced MS Excel, Oldsmar, FL, Florida, San Antonio, Minnetonka, MN, Minnesota, Richardson, TX, Texas, Work At Home, Remote, Work From Home, Telecommute, Telecommuter, Telecommuting