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UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements.

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Full COVID-19 vaccination is an essential job function of this role.Excellent oral and written communication and presentation skills.Previous healthcare industry experience.Experience with Process Flows and detailed documentation.

Understanding of Call Flows, Skilling, and Workforce Management.

Experience working with and using call center performance metrics and measurements.

Experience working with Call Center systems such as Genesys, Cisco ICM, Avaya PBX, IEX, and Telephony Desktop Integrations.

BS/BA degree in Business or technology related concentration.

Proficiency in MS Word, MS Excel, Power Point, Outlook and Teams.

Experience building business relationships.

Experience performing root cause analyses and providing solutions for issue resolution.

2+ years call center experience including knowledge of the call center industry.

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. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. Strong communication skills, analytic skills and a passion for improving consumer experiences using technology are essential. This individual is a self-starter with the ability to identify and pursue opportunities with limited direction. This Routing Analyst will work with other members of the Service Channel Solutions team to support strategic plans for the technologies impacting Member, Provider and Employer / Broker service call centers. In addition, this individual may also work on Omni-Channel support requests and other special projects as requested by leadership.

They work closely with agile team members to ensure the team delivers value to the business and ensures a best-in-class caller experience. The Routing Analyst will complete routing requests ranging from small to multi-month projects through requirements gathering, solution design, user story creation, testing and analytics. The Business Process Analyst will perform the Routing Analyst role supporting and enhancing call technology for UnitedHealth Group. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) Here, innovation isn't about another gadget, it's about transforming the health care industry. We're expanding in multiple directions, across borders and, most of all, in the way we think. UnitedHealthcare is a company that's on the rise.