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.

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

This role is a Forecasting/Planning role within the Clinical Delivery Front office. Position is responsible for Forecasting/Planning for Clinical Delivery Front Office Planning team. The forecasting and planning team is responsible for long term forecasting, capacity planning and short term forecasting across Optum Health – 5,000 FTE and 115 capacity plans.Works with operations to ensure adequate staff, contingency plans, and variance analysis critical for meeting contractually required Call Center Service Level objectives.Coordinates with other Workforce Management teams to ensure standardized practices are leveraged.Partnership with Finance team during quarterly budget cycles, monthly performance, and weekly progress.Linkage of Clinical Volume forecasts to inform revenue projections of anticipated IOI.Workforce Planning and Management is a leveraged service that helps businesses deliver on financial objectives through improved performance.

As a Planner, 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!

Primary Responsibilities:  

• Create/Own Demand forecasts using statistical models and probabilities to achieve financial and service objectives for multiple lines of business (Optum Health Solutions, Behavioral Health Solutions, Complex Specialty & Kidney, OptumCare) and the business plans and their corresponding FTE counts including oversight and direction provided to the vendors
• 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 (VP, Sr Dir) as well as vendor partner leadership 
• Deliver Vendor Partner forecast models and their oversight
• Own the capacity management of resources with emphasis on:
• Contractual obligations/Service delivery requirements
• Vendor selection and distribution recommendations (providing oversite and direction for all vendors within the LOB)
• Collaborate on the creation and delivery of selected vendor locked forecasts and drive accountability for staffing capacity throughout all levels of vendor leaders and internal vendor management partners. (Providing oversight and direction for all vendors within the LOB)
• Develop and drive mitigation strategies for specific business plans and their corresponding FTE counts 
• Own training/project burn down plans and impacts across all LOB and vendor groups within their segment
• Drive consistency in outlook and approach
• 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

Demonstrated Skills:

• 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 employee populations 
• Advanced technical skills (Excel, SQL, BI)
• Excellent written, and verbal communication delivery includes VP, and Sr Director audiences
• Expert understanding of analytic and presentation tools (Excel, PPT, Access, etc)
• 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
• Solid 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 VP 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

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: 

• 4 years of experience in service operations center, call center or Workforce Management that support populations of 500 FTE’s across multiple locations
• 2 years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)

Preferred Qualifications:

• Experience scheduling, conducting planning meetings, and managing capacity
• Health care industry experience 
• Advanced understanding of Excel/Tableau/SQL
• 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 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.

#RPO #Green