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Manager Business Analysis - Customer Surveys - Telecommute

UnitedHealth Group

Eden Prairie, MN
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Job Details

734009 Manager Business Analysis Customer Surveys Telecommute

Manager Business Analysis - Customer Surveys - Telecommute (734009)

Position Description

Optum Operations businesses leverage a variety of customer feedback methods across both the digital and telephonic interaction channels. Net Promoter Scores (NPS) are the core driver of our process. Methods used include automated voice, outbound IVR, and email to name a few. Survey feedback is used to improve NPS and benefit Optum by enabling operations to "close the loop" with members and providers. Optum’s Survey Team supports the creation, execution and ongoing management of surveys in partnership with Optum lines of business as well as departments responsible for customer feedback strategy. Our team works to generate comprehensive qualitative member feedback, support ongoing ‘voice of the customer’ improvement initiatives and drive increased survey response rates.



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


Primary Responsibilities:

  • Create, control and improve end-to-end business processes

  • Develop and implement metrics based measurements of workflows that are used in reporting the ‘health’ of the survey execution process

  • Build service level based playbooks for managing the process

  • Support short and long term operational / strategic business activities - by developing, enhancing and maintaining operational information and models

  • Develop and implement effective / strategic business solutions through research and analysis of data and business processes

  • Partnering with Optum strategic teams in implementing survey solutions

  • Build and sustain relationships with internal business partners to effectively lead programs, resolve issues, and guide ongoing program improvements

  • Working across a matrix organization as well as directly with vendors

  • Managing remote team effectively

Required Qualifications:

  • Must have 3+ years of experience in building and executing Survey’s in order to be considered for this position.

  • 4+ years of experience in the following areas:

    • Business analysis, operations or project management experience

    • Workflow processes

    • Experience in managing by objective - MBO

    • PM discipline background with an understanding of how to build structure towards objectives.

  • 2+ years of managing staff / teams.

  • Advanced level of proficiency in tracking, trending, and reporting on metrics including follow-up of all work

  • Experience with documenting processes and practices.

  • Working knowledge of file transfer / management processes (i.e., SFTP).

  • Intermediate level of proficiency with MS Word, Excel, Visio.


Preferred Qualifications:

  • MBA or BA in Business.

  • Experience in Qualitrics Survey Software (or other Survey Tools).

  • 1+ years of experience in healthcare.

  • Previous Team Lead or Project Lead experience.

  • Can do attitude; willing to roll up sleeves to work alongside the team to get work done.

  • Excellent verbal and written communication skills.


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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.(sm)


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


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: Healthcare, workflow, data management, risk adjustment, clinical quality, agile, telecommute, telecommuter, telecommuting, remote, travel, work from home

Job Details

  • Contest Number734009
  • Job TitleManager Business Analysis - Customer Surveys - Telecommute
  • Job FamilyBusiness Operations
  • Business SegmentOptum Operations

Job Location Information

  • Eden Prairie, MN
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftDay Job
  • TravelYes, 25 % of the Time
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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