Optum
is hiring
Data Analyst, VOC
About Our Company
Optum is a health services and innovation company on a mission to help people live healthier lives and to help make the health system work better for everyone.
Optum, part of the UnitedHealth Group family of businesses, is powering modern health care by connecting and serving the whole health system across 150 countries. We combine cutting-edge technology, the world’s largest health care database and vast expertise to improve health care delivery, quality and efficiency. We are revolutionizing health care that serves more than 100,000 physicians, practices and other health care facilities, as well as 127 million individual consumers.
Job Description & Responsibilities
The Voice of Customer (VOC) Analyst collects, prepares, compiles, analyzes and interprets data to assist in identifying opportunities to improve processes and the customer experience.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
- Collect, prepares, compiles, and assists in data analysis from various internal and external sources using tools such as data collection check sheets
- Listen to calls, rate calls, and assist in preparing data for analysis and interpretation
- Helps the senior analysts create data visualizations through tools such as dashboards and slide decks to present insights to stakeholders
- Helps with multiple work projects for ETS and VOC and provides ongoing support
- Assists in compiling data from VOC systems such as Nexidia, Qualtrics and Clarabridge for analysis
- Assists in the development and implementation of recurring and ad hoc insights for assigned lines of business
- Observes and reports process improvement opportunities to strengthen capability productivity and value proposition
- Maintains application by performing actions such as contributing to category / lexicon development and completing daily health checks
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Requirements
Required Qualifications
- 1+ years of experience conducting analyses
- 1+ years of experience leading / coaching others
- Proficiency with MS Excel and PowerPoint skills
Preferred Qualifications
- Undergraduate degree or equivalent work experience
- Experience with the Nexidia, Clarabridge and/or Qualtrics applications
- Interest and aptitude for data analysis
- Flexible / adaptable with scheduling and commitments
- Must be highly motivated and able to work independently, comfortable with ambiguity
Required Skills
- Multi-tasking and project management
- Ability to meet deadlines
- Investigative skills for non-standard requests and problems
- Deductive reasoning skills necessary to use pertinent data and facts to find root causes and solve problems within area of expertise
- Communication skills necessary to explain and supply information to others on topics within area of expertise
What we offer
The salary range for California, Colorado, Connecticut, Nevada, New York City, or Washington residents is $56,300 to $110,400. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
