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Job Details
At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. We have an opportunity for a Sr Workforce Analyst, Demand Planning to work with our Workforce Effectiveness team to maintain and execute on the Workforce Vision of “Enabling UnitedHealth Group contact centers to become a Competitive Advantage for our company." As a Sr Workforce Analyst, Demand Planning, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data, and presenting recommendations for business solutions. Join us! You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities:
- Create/Own Demand forecasts using statistical models and probabilities to achieve financial and service objectives for multiple lines of business (E&I Member, Government Operations, and Provider) and the business plans (120-414) and their corresponding FTE counts (3500-13,000) including oversight and direction provided to the vendor demand planners
- Collaborate with Operations and Finance on the budgetary process to drive high judgment decisions
- Collaborate with all levels of operational, vendor and workforce groups/leadership to understand emerging trends and drive fiscally responsible staffing recommendations
- Drive toward forecast/financial accuracy goals and objectives
- Present and explain complex staffing requirements in common language for all aligned LOB’s to multiple levels of leadership (COO, SVP, VP, Sr Dir) as well as vendor partner leadership
- Deliver Vendor Partner forecast models and their oversight (locked forecasts, cost of training, credits)
- Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
- Deliver contact rate analysis
- Provide Membership impact analysis
- Partner in the impact assessment determination process to build into demand forecasts
- Manage cross - functional interdependencies
- Be a solid change agent and resilient to roadblocks
- Anticipate customer needs and proactively identified solutions
- Solves complex problems on own; proactively identifies new solutions to problems
- Plan, prioritize, organize, and complete work to meet established objectives
- Analytical skills, ability to understand seemingly unrelated data points
- Advanced statistical analysis and modeling skills
- Ability to work in a complex matrix environment providing support to several vendor partners and 3500+ advocate populations across 25+ locations
- Advanced technical skills (Excel, SQL, BI)
- Excellent executive level written, and verbal communication delivery includes COO, SVP, VP, and Sr Director audiences
- Expert executive level presentation skills delivery includes COO, SVP, VP, and Sr Director audiences
- Superior planning and organizational skills that effectively allocate and manage resources across the site
- Solid problem-solving skills that enable quick identification and efficient resolution of issues
- Superior negotiation/influence and relationship management skills that include the complexities of scale (Small work groups to groups including hundreds of participants), vendor relationships (across several countries and contractual obligations) and all levels of leadership from COO/SVP level down to manager/supervisor populations
- Ability to navigate through a complex network of simultaneous projects, financial task/pressures, technical/efficiency improvements, and employee engagement
- 5+ years of experience in Workforce Operations or Support that support populations of 1,500+ FTE’s across multiple locations
- 2+ years of experience leading or managing projects involving populations greater than 3,500 FTE’s
- 2+ years of experience driving financial plans/outcomes
- 2+ years of experience of setting expectations and managing vendor (on and offshore) partnerships
- Advanced proficiency with MS Excel (pivot tables, complex advanced formulas, macros, Excel Automation, and data integration)
- 3+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
- Experience scheduling, conducting planning meetings, and managing capacity
- Experience with Six Sigma, Agile, or Lean techniques
- Health care industry experience
- Understanding of call center systems telecom hardware (PBX, ACD, IVR), call software tools and / or programming requirements (CMS modifications, vector scripting)
- Proven track record of identifying defects and process variation, and working to improve processes and reduce defects
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more