Variety is the spice of life. This is an opportunity to make it the inspiration of your day to day career. Optum is bringing technology solutions to customers across the health system. Not only do we have more of them every day, we also have more technology, greater data resources and far broader expertise than any competitor anywhere. In this role, you can use your knowledge and experience to help us build our next generation customer experience. That includes contributing to the system development cycle and consulting with end users to evaluate business requirements and create solutions. Here, you can bring your passion for performance and innovation to a Fortune 5 company committed to providing the support and resources cutting-edge technology requires.
Positions in this function coordinate the processes and activities that focus on restoring service after an incident occurs for day to day operations of the Contact Center.This individual will be responsible for the coding development, analysis review and provide data for operational and business planning. They will document all problems (database, application, and analytics) as well as monitor environment health and the facilitation of high severity incidents to improve the state of service availability and continuity.This role coordinates the efforts of all functions to complete scheduled jobs in a timely manner and takes corrective action as required. This is a collaborative role as they will often be working with other departments.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Data Analysis of Dialer Integration for HouseCalls Program
Oversee dialer strategies, dialer business & calling rules, and maintain dialer operations
Provide support for end to end process as required for dialer, telecom, and database server
Provide support to both on-site and remote location contacts
Dialer functional Subject Matter Expert
Presents and interprets dialer strategies, activities, and issues to the business and at the appropriate level of details
Systems Administration of Dialer Integration for HouseCalls Program
Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
Provide agent support & issue troubleshooting
Dialer administration for all database files and loading process
Forecasts and plans resource requirements for calling records loaded within the Genesys
Partner with business for ad-hoc data support, reports, and analysis
Maintain and enhance existing databases and queries
Understand code, troubleshoot, find issues and solve problems
Assess and interpret customer needs and requirements
Identifies solutions to non-standard requests and problems
Analyze, review, and trend complex dialer outcome data
Self-directed and seeks guidance as needed on complex issues and tasks
Present analysis and interpretation for operational and business review and planning
Support short and long term operational / strategic business activities through analysis & develops recommended business solutions through research, analysis, and implements as appropriate
Serves as a resource to others and provides day to day team direction as needed
Assist with the design, control and analysis of campaign outcomes to optimize right party connects at the right time and right pace
Work closely with management to design, create and implement calling strategies and jobs on predictive dialing system
Monitor campaign activities and recommend adjustment to dialing ratios and prioritization to influence the campaign outcomes
Assist internal customers to keep the production environment running at optimum efficiency
Analyze call center volume and monitor threshold of lines available for inbound/outbound traffic
Communicate and collaborate with developers and subject matter experts to establish the technical and functional
Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
Provide on-call support on a rotation basis as required
2+ years of experience translating business needs into technical requirements
2+ years of experience managing technical projects
3+ of experience in Structured Query Language (SQL) and the ability to write own queries
Data Analysis experience; conducting reporting and analytics on call metric, application and agent level data required
Bachelor's degree or applicable years of experience
Experience in relational database management system (RDBMS) database design
Previous leadership experience
Mine data from multiple raw sources, and create an environment for analyst usability
Understanding of HIPAA and other IT security standards in a healthcare environment
OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare’s support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Diversity creates a healthier atmosphere: OptumCare and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers 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.
OptumCare and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Job Keywords: Optum, UHG, Senior Report Analyst, SQL, Business Systems Analyst, data analysis, telecommute, telecommuter, work from home, work at home