Business Process Analyst - Routing Analyst - Minnetonka MN or 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

We'll put you in the driver's processes. It's the opportunity 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 Business Process Analyst will perform the Routing Analyst role supporting and enhancing call technology for UnitedHealth Group. The Routing Analyst will complete routing requests ranging from small to multi-month projects through requirements gathering, solution design, user story creation, testing and analytics. They work closely with agile team members to ensure the team delivers value to the business and ensures a best-in-class caller experience. In addition, this individual may also work on Omni-Channel support requests and other special projects as requested by leadership.

This Routing Analyst will work with other members of the Service Channel Solutions team to support strategic plans for the technologies impacting Member, Provider and Employer / Broker service call centers. This individual is a self-starter; with the ability to identify and pursue opportunities with limited direction. Strong communication skills, analytic skills and a passion for improving consumer experiences using technology are essential.

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

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:
  • High school/GED or higher
  • 2+ years call center experience including knowledge of the call center industry
  • Experience performing root cause analyses and providing solutions for issue resolution
  • Experience building business relationships
  • Proficiency in MS Word, MS Excel, Power Point, Outlook and Teams

Preferred Qualifications:
  • BS/BA degree in Business or technology related concentration
  • Experience working with Call Center systems such as Genesys, Cisco ICM, Avaya PBX, IEX, and Telephony Desktop Integrations
  • Experience working with and using call center performance metrics and measurements
  • Understanding of Call Flows, Skilling, and Workforce Management
  • Experience with Process Flows and detailed documentation
  • Project management experience
  • SQL/Splunk experience
  • Previous healthcare industry experience
  • Excellent oral and written communication and presentation skills
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 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)

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

Colorado Residents Only: The hourly range for Colorado residents is $26.63 to $45.72. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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

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 drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: UnitedHealthcare, UHC, routing analyst, call center, technology, SQL, Agile, Issue resolution, Cisco ICM, Avaya PBX, IEX WMS, CTI, Minnetonka, MN, Telecommute, project manager, #RPO