Business Analyst

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

The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, "all other duties as assigned" will be expected for each position.

The AI Operations Analyst role is responsible for supporting the integration and optimization of AI capabilities within a contact center environment. The position focuses on understanding operational workflows, gathering and documenting requirements, evaluating performance, and supporting crossfunctional collaboration between Operations, Clinical teams, IT, and Analytics.

This role does not require direct development or coding of AI tools. Instead, the analyst defines business requirements, supports testing and rollout activities, monitors performance, and identifies additional opportunities for AI-driven process improvement. Familiarity with Amazon Connect, Contact Lens, and Amazon Lex are highly beneficial for understanding system capabilities and developing effective requirements.

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

Primary Responsibilities:

• Business Analysis & Requirements
  • Collaborates with Operations, Quality, and Clinical teams to understand processes, challenges, and desired outcomes
  • Translates business needs into clear, structured business and functional requirements for technical teams
  • Develops process maps, user stories, acceptance criteria, and test scenarios for technology enhancements, AI-capabilities, Contact Center operational workflows and reporting
  • Supports the design and refinement of call flows, agent workflows, and user interactions
• AI Use Case & Workflow Development
  • Contributes to the development of AI-enabled workflows for demographic and eligibility data capture, clinical AI integration, and agent-assist capabilities
  • Conducts research on emerging AI capabilities and applies best practices relevant to contact center operations
  • Partners with subject matter experts to validate workflow logic and ensure operational accuracy
• Performance Monitoring & Reporting
  • Defines success metrics and KPIs for AI initiatives, such as containment rates, accuracy, efficiency, sentiment, and quality impacts
  • Supports the development of dashboards or analytical views to monitor AI performance over time
  • Performs root cause analysis to identify issues affecting workflow or AI performance
  • Prepares summaries, insights, and recommendations for operational and technical leadership
• Cross-Functional Coordination
  • Acts as the primary operational liaison to IT, Data, and vendor teams for AI enhancements and platform changes
  • Supports planning and execution of user acceptance testing (UAT)
  • Assists in organizing work plans, documenting requirement decisions, translating feedback, and coordinating project timelines
  • Participate in the onboarding and implementation of new contact center platforms
• Continuous Improvement & Opportunity Identification
  • Identifies opportunities to use AI to improve efficiency, compliance, or customer experience
  • Develop benefit assessments, value estimates, and business cases for potential AI use cases
  • Maintains a structured backlog of improvement opportunities and participates in prioritization discussions

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED (or higher)
• 3+ years of experience in business analysis, operations analysis, or contact center operations - to include business and functional requirement development, writing user stories, creating process documentation, knowledge of handling PHI/PII and HIPAA considerations
• 2+ years of experience with MS Office suite proficiency - mainly MS Excel
• 1+ years of experience with contact center systems, industry standard telecom design. Preferably Amazon Connect, Contact Lens or Amazon Lex/Bedrock
• Ability to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
• United States citizenship

Preferred Qualifications:

• National Career Readiness Certificate
• Experience using process mapping tools such as Visio, Lucidchart or Miro
• Experience supporting crossfunctional projects involving technology and operations teams
• Experience with AI-driven clinical triage, clinical decision support or symptom assessment tools
• Experience in healthcare contact centers, clinical workflows or eligibility processes
• Experience with utilizing Six Sigma tools for process decomposition
• Exposure to AI/ML tools or AIenabled business processes
• Prior military, TRICARE Beneficiary experience and/or contact center experience
• Project Management experience, healthcare related field experience and knowledge of military databases
• Familiarity with BI tools such as Power BI, QuickSight or Tableau
• Ability to create simple prototypes or conceptual models (e.g., sample intent designs, draft call flow logic, prompt concepts)
• Lean, SSA, process improvement, continuous improvement training
• Strong analytical and problemsolving skills with the ability to transform insights into actionable recommendations

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $28.94 to $51.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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

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