We are seeking a highly skilled Senior Business Process Analyst to support business readiness initiatives through the development, maintenance, and optimization of business process documentation, training materials, and operational resources. The ideal candidate will have a strong background in healthcare operations, Medicare and/or Medicaid programs, and process improvement within a call center environment.
This role will partner with cross-functional teams to analyze business processes, support operational changes, manage documentation projects, and ensure accurate and up-to-date knowledge resources for member services operations.
Key Responsibilities
- Create, update, and maintain business process documentation, standard operating procedures, workflows, and training materials.
- Analyze existing business processes and identify opportunities for improvement and operational efficiency.
- Collaborate with operations, training, and business stakeholders to implement process changes and readiness initiatives.
- Support multiple projects and priorities while ensuring deadlines and quality standards are met.
- Facilitate process documentation reviews and validation sessions with subject matter experts.
- Manage documentation repositories and knowledge management tools, including SharePoint where applicable.
- Develop process maps, workflow diagrams, and other visual documentation using Microsoft Office tools and Visio.
- Support business readiness activities for healthcare operations programs and initiatives.
- Participate in project planning, execution, and tracking activities to ensure successful implementation of operational changes.
Required Qualifications
- College undergraduate with relevant professional experience; Bachelor's degree preferred.
- Minimum of 2 years of experience creating business process documentation, operational procedures, or training materials.
- Minimum of 2 years of healthcare industry experience, preferably in a call center or member services environment.
- Minimum of 2 years of experience supporting Medicare and/or Medicaid-related operations.
- Experience supporting Government Operations Core and/or Complex Member Services processes.
- Proven ability to prioritize and manage multiple assignments simultaneously.
- At least 1 year of project management experience.
- Intermediate proficiency in Microsoft Word, Excel, and PowerPoint.
- Strong analytical, organizational, communication, and stakeholder management skills.
Preferred Qualifications
- Bachelor's degree in Business, Communications, Writing, Project Management, Training, or a related field.
- Project Management certification such as PMP, Lean Six Sigma, or equivalent.
- Experience supporting multiple Member Services specialty teams or programs, including:
- Advocate4Me
- Navigate4Me
- Employer Group
- Outbound Center of Excellence
- DSNP Care Coordination
- National Experience Center (NEC)
- Resolution Support Specialists (RSS)
- Research Resolution Specialists (RRS)
- Experience administering and maintaining SharePoint sites.
- Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Visio.
- Familiarity with Avaya, Genesys dialers, and Task Tracker applications.
Competencies
- Business Process Analysis
- Process Documentation and Knowledge Management
- Healthcare Operations Expertise
- Medicare and Medicaid Knowledge
- Project Coordination and Execution
- Continuous Improvement Mindset
- Stakeholder Collaboration
- Communication and Presentation Skills
- Organizational and Time Management Skills
WHAT WE OFFER:
- Market Competitive Pay Levels
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
WHO WE ARE:
- Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
- UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
- We're a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
- As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
- Elevate your career with a leading health care company while improving lives.
Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together
