Skip navigation
Unable to save this job. Please try again later.

{msg}

Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Eden Prairie, MN

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Business Analyst (Computer and Mathematical) jobs in Eden Prairie, MN delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
• 
8 to 15 characters
• 
1 uppercase letter
• 
1 number or symbol
• 
1 lowercase letter
Cancel
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Workforce Command Center Analyst - Eden Prairie, MN

UnitedHealth Group • Eden Prairie, MN

Posted 8 days ago

Job Snapshot

Full-Time
Healthcare - Health Services
Customer Service

Job Description

Position Description:




You dream of a great career with a great company - where you can make an impact and help people.  We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.


This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.


Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance.


The Workforce Command Center Analyst monitors the overall health of the call center operations and is responsible for executive communications regarding service performance. The command center team creates visibility to key performance outcomes, identifies potential service impacting events and coordinates activity to resolve those events. This role is accountable for knowing what is happening and what steps are being taken to mitigate impact to performance.   


Primary Responsibilities:


  • Utilize workforce management and call center tools to understand the current state of performance across all supported businesses.

  • Monitor real-time inbound call traffic to help ensure that service levels are met

  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and communicate service results to management

  • Monitor all reporting and websites that indicate a potential or current event, that could impact service performance across businesses. This can include system issues, outages, weather, world events, etc.

  • Prepare and maintain reports, dashboards, daily and monthly communications

  • Analyze historical and trend data to ensure consistent methodologies are followed to maintain quality

  • Assist in preparing ad-hoc analysis that enables strong understanding of the business

  • Provide training on report and dashboard development to team members and management as needed

  • Work in a highly visible environment

  • Tours in the Command Center are frequent

  • Professional attire is required

  • Extensive work experience within own function

  • Create and maintain existing procedure documentation

  • Work independently

  • May act as a resource for others for key initiatives or projects

  • May coordinate others' activities

Required Qualifications:


  • High School Diploma / GED

  • Knowledge of workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and / or Blue Pumpkin

  • 1+ years of experience working in a call center and / or transaction site

  • Intermediate level of experience with Microsoft Excel (i.e. creating spreadsheets, VLOOKUP, pivot tables, etc.)

  • Intermediate level of experience with Microsoft Word (create and edit documents)

  • Ability to work a flexible schedule, including weekends

Preferred Qualifications:


  • Bachelor's Degree or higher

  • Workforce Management experience

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.




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


Keywords:  UnitedHealth Group, OptumRX, training class, customer service representative, customer service, CSR, Pharmacy, PBM, Pharmacy Benefit Management, inbound calls, Call Center, SME, phone support
Job ID: 2551_749739
Help us improve CareerBuilder by providing feedback about this job: Report this Job.
CAREERBUILDER TIP
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

More Jobs at UnitedHealth Group

View All Similar Jobs View All Similar Jobs