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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Preparing Work Direction Reports for Business Partners.

• Publishing daily inventory snapshot to Business Partners.

• Escalating aged/stalled inventory in EWD workspace tool.

• Administrating Skills Routing Rules as per agent skill matrix & pay authority.

• Analyze EWD inventory and perform reconciliation to cancel/closed already resolved claims/transactions in the production systems

• Analyze IRT inventory and performance against targets to reduce interest risk.

• Conduct data analysis of PG Missing claims and escalating to Business Partner to achieve PG missing policy goals.

• Providing short term forecasting, scheduling and inventory management support for Operations

• Role will implement WFM scheduling/RTA support

• Incumbent will work with operations on a daily basis to ensure there is adequate staffing in the correct schedules to achieve contractual service level objectives and back-office turnaround times

• Partners with Workforce Planning short term forecasting/planning team to get current forecasts loaded into NICE IEX Workforce management software at the monthly, weekly, daily level

• Works closely with the Workforce RTA /Operations teams to ensure all parties are aware of intraday and intraweek staffing overages/shortages and mitigation plans

• Annually or during ramp periods, ensures all new hire staff are provided schedules and entered IEX with correct information and skilled appropriately for work type

• Provides ongoing support with managing improvement in metrics (shrinkage, AHT reductions), trend reporting

• Use workforce management software and work volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments

• Support short term forecasting and daily/intraday staffing allocations

• Utilize call center tools to observe agents' actual state compared to scheduled state

• Manage outbound and back-office inventory to help ensure that service levels and turnaround times are met

• Gain an understanding of the technical and business solutions such as: optimized schedules, forecasts and other tools, and present them to management

• Prepare and maintain reports, dashboards, and monthly packages

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

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.

Years of post-high school education can be substituted/is equivalent to years of experience

Required Qualifications:

• High School Diploma/GED OR 3+ years of call center and/or back-office operations

• 2+ years of experience working in a call center and/or back-office operations

• 1+ years of Workforce management experience

• Intermediate level of proficiency with MS Excel (i.e., creating spreadsheets, v-lookups, pivot tables, etc.) and MS Word

Preferred Qualifications:

• 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and/or Blue Pumpkin

• Ability to work a flexible schedule and weekends

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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