Senior Business Analyst

Optum is seeking a Business Analyst to support its Clinical Call Quality (CCQ) Project within the Clinical Programs organization. The role analyzes clinical call interactions and translates insights into recommendations to improve customer experience, call quality, and operational processes.

Responsibilities:

• Analyze clinical and customer service call recordings, transcripts, and interaction data to identify trends, root causes, and improvement opportunities
• Utilize Nexidia and other call analytics tools to evaluate call quality, compliance, customer sentiment, and operational performance
• Transform call data insights into actionable recommendations that improve member, provider, and customer experiences
• Identify patterns in call drivers, escalation reasons, friction points, and opportunities for process improvement
• Gather, document, and validate business requirements from clinical, operational, and technology stakeholders
• Create business requirements documents (BRDs), process flows, user stories, use cases, and functional specifications
• Facilitate stakeholder discussions to clarify business needs and align priorities
• Support the development and implementation of reporting and analytics solutions
• Partner with Clinical Programs, Operations, Quality, and Technology teams to identify opportunities for workflow optimization
• Conduct gap analyses and current-state/future-state process assessments
• Assist with the design and deployment of solutions that improve call quality, customer satisfaction, and operational efficiency
• Develop dashboards, reports, and presentations summarizing findings and recommendations
• Present analysis and business insights to leadership and project stakeholders
• Track business outcomes and measure the impact of implemented improvements

Requirements:

• Bachelor's degree in Business, Healthcare Administration, Analytics, Information Systems, or related field
• 1+ years business analysis experience supporting business, operational, healthcare, or clinical initiatives
• 1 year experience with Microsoft Excel, PowerPoint, or other reporting tools
• 6 months of experience gathering and documenting business requirements
• 6 months of experience working with large datasets and identifying actionable insights
• Strong analytical and problem-solving skills
• Experience within healthcare, payer, clinical programs, care management, population health, or contact center operations
• Excellent verbal and written communication skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience analyzing call recordings, speech analytics, customer sentiment, or voice-of-customer data
• Knowledge of quality monitoring, customer experience (CX), and continuous improvement methodologies
• Experience supporting enterprise-scale initiatives and cross-functional teams
• Familiarity with Agile methodologies and user story development