UnitedHealth Group
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
We are seeking a highly skilled and detail-oriented Capability Analyst to join our team. The Capability Analyst will be responsible for mapping and documenting the end-to-end capability experiences of our organization. This role requires a solid understanding of process mapping principles, excellent communication skills, and the ability to collaborate with cross-functional teams. This role also provides testing support of operations and business objectives. This is a position that affords you the ability to drive processes, quality, and improvement initiatives. By reviewing and testing business requirements and utilizing your sharp analytical skills to fulfill the needs of the business and/or clients, you will have an impact on healing the health care system.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
Conduct interviews and gather data to understand capability/process flows to determine customer pain points, and process gaps
Create and maintain service blueprints that visually represent the customer journey, touchpoints, and interactions across different channels and departments
Collaborate with stakeholders, including product managers, IT, and operations, to ensure alignment and accuracy in service blueprint design
Identify opportunities for process improvement and optimization through the analysis of service blueprints
Work closely with product partners teams to recommend service design changes
Continuously monitor and evaluate service performance metrics, identifying areas for improvement and making recommendations for enhancing the overall customer experience
Conduct workshops and training sessions to educate employees on service blueprinting techniques and methodologies
Stay up-to-date with industry trends and best practices in service design, incorporating new ideas and approaches into the service blueprinting process
Participate in UAT in support of operations and business objectives
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.
Required Qualifications:
2+ years of experience working with process improvement, workflow, benchmarking and / or evaluation of business processes
User Acceptance Testing (UAT) or Quality Assurance Testing experience
Proven excellent communication, time / project management, problem solving, organizational, and analytical skills
Proven ability to deliver presentations at different levels of the organization
Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools
Beginner level experience with Agile methodology
Ability to support evening and weekend release deployments
Preferred Qualifications:
Experience with Jira, Miro
Knowledge of Defect Life Cycle and Defect Management
Acquire and maintain working knowledge of Health Benefit Accounts
In depth knowledge of Consumer website and mobile applications
Intermediate level of proficiency with MS Office (Outlook, Word, Excel, and Power Point)
Proven history for successfully prioritizing multiple tasks, priorities, projects, and deadlines
Proven professional, approachable, positive, team-oriented attitude
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, or Washington, D.C. Residents Only: The salary range for this role is $58,300 to $114,300 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.
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.
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.
UnitedHealth Group
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