About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Business Operations



Approximate Salary:

Not Specified

Position Type:

Full Time

Associate Research Analyst - Columbia, MD

UHG - Columbia, Maryland

Posted: 11/15/2018

Energize your career with one of Healthcare’s fastest growing companies.  


You dream of a great career with a great company – where you can make an impact and help people.  We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.


This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.


Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.


Primary Responsibilities:

  • Responsible for conducting research to determine resolution for all HouseCalls Inquiries
  • Perform routine and or structured requests. 
  • Responsible for quality assurance by conducting audits of calls for all Customer Service Scheduling Coordinators relating to HouseCalls inquiries
  • Collect and interpret research results and submit final feedback from inquiries
  • Provide feedback to scheduling coordinators, supervisors and managers on research and audit results in ICBM (Business Manager).
  • Provide verbal and / or written feedback directly to scheduling coordinators and Team Care leadership staff on research, trends and audit results.
  • Utilize relevant information resources (e.g., Scheduler, ICBM, Training, Quality Specialists, SharePoint) to conduct research
  • Analyze information and utilize to build recommendations to reduce errors and improve processes and performance.
  • Create, maintain and track reports in relation to performance.
  • Advise Management of trends that are observed so residual trainings can be performed.
  • Serve as a subject matter resource to scheduling coordinators, supervisors and management staff.
  • Use existing procedures and facts to solve routine problems or conduct routine analyses
  • Has basic knowledge of theories, practices and procedures in a function or skill.
  • Collaborate with internal and / or external stakeholders to redesign and / or modify original research plans based on initial findings and results.
  • Will act as a resource and mentor to others as it pertains to quality monitoring and process coaching; this includes but not limited to New Hire Academy, QA Shadowing, etc.
  • Collaborate with Training, Team Care management, ORS and peers when needed, in all locations (TN, MD, CA, MO and India). 
  • Ability to monitor several new / on - going projects
  • Responsible for live monitoring Scheduling Coordinators’ telephone interactions, for the purpose of ensuring quality service, and adherence to approved scripting.
  • Responsible for using approved department forms to document quality reviews.
  • May assist with the development of call center training and quality assurance processes.
  • May work with QA / Training, Team Care leadership and senior management on coaching, training, and the development of scheduling coordinators.
  • Support and suggest improvements / recommendations to meet the highest level of customer satisfaction.
  • Responsible for reviewing / monitoring system documentation for adherence to department procedures and policies.
  • Must be able to manage call monitoring activities for a high volume call center.
  • Advise management immediately for any type of auto - fail call.
  • Follow department QA plan to ensure quality customer service.
  • Ensure that metrics are met for the amount of calls monitored for each coordinator and the amount of disposition audits performed.
  • Extensive work experience, possibly in multiple functions.
  • Work does not usually require established procedures.
  • Must be able to work independently.
  • Must be able to multi - task.
  • Coordinate others' activities.
  • Other duties as assigned     


  • High School Diploma / GED or higher.
  • 3+ years of Call Center experience member / employee engagement (direct or indirect) (auto dialer, workforce management software)
  • Experience with coaching and mentoring with the purpose of improving call quality
  • 6+ months experience handling escalated calls.
  • Business Manager Experience with Quality auditing tools.
  • Proficient computer skills including Microsoft Suite (Word, Excel, Outlook and PowerPoint).  Word (save, copy and paste) Excel (create, sort, save and edit) Outlook (send, receive and schedule apts.)

Soft Skills:

  • Ability to manage multiple tasks and meet stated deadlines
  • Strong interpersonal, verbal, and written communication skills 
  • Adept at listening, confirming purpose, and tracking and managing output in a timely and accurate manner
  • Strong analytical and time management skills

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of healthrelated information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM


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.


Key Words: Optum, Health Care, Research, Customer Service

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