NATHAN KERN
Coon Rapids
Summary
Results-oriented professional with a proven track record at United Healthcare, demonstrating strong analytical and problem-solving skills to drive process improvements and elevate consumer experiences. Expertise in cross-functional collaboration and effective team leadership has resulted in significant contributions to operational excellence and informed decision-making. Proficient in Microsoft Office, complemented by exceptional verbal and written communication skills, with a focus on enhancing organizational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Consumer Experience Analyst
United Healthcare
Minnetonka
12.2023 - Current
- Analyzed operational data (NPS, consumer feedback, digital interactions, metrics) to drive process improvements, cost optimization, and enhance the consumer experience
- Collaborated with cross-functional teams to implement enhancements and process improvements
- Monitored War Room efforts, CRC trends, and tech outages to minimize consumer impact
- Tracked and analyzed performance metrics to assess and improve the consumer experience
- Presented data insights clearly to senior leadership for informed decision-making
Associate Business Analyst
Optum/United Healthcare
Eden Prairie
08.2021 - 12.2023
- Facilitated the establishment of ECG connections for file transfers with both internal and external customers
- Monitor and troubleshoot failed file transfers
- Support Rally benefit renewals and demographic derivations
- Assisted with the creation of user guides and responsible for training new team members
Employee Assistance Program Coordinator
Optum/United Healthcare
Eden Prairie
12.2016 - 08.2021
- Provide direct member support on employer sponsored benefits
- Collect and compile team data for presentation to leadership
- Team Lead on multiple efficiency and cost savings projects
- Subject matter expert for team members and external departments
Team Lead – While supervisor was out on leave
Optum/United Healthcare
Eden Prairie
12.2020 - 03.2021
- Manage member and internal escalations
- Implemented and enhanced team specific audit tool
- Facilitate team meetings and coached individuals on performance improvement
- Coordinated cross team scheduling to ensure necessary coverage
Designated Coordinator
Pathways to Community
St. Paul
06.2016 - 12.2016
- Coordinated, scheduled, and supervised staff
- Facilitated regular team and individual meetings
- Trained and supported new staff
- Implemented training and documented procedural changes
Education
Bachelor of Arts - Psychology
University of St. Thomas
St. Paul, MN01.2021
Master of Business Administration -
Saint Mary’s University of Minnesota
Skills
- Strong Verbal and Written Communication
- Effective Team Leadership
- Strong Analytical and Problem-Solving Skills
- Goal-Oriented Attitude
- Strong Organizational Skills & Time Management Proficency
- Cross-Functional Collaboration
- Independent Project Management
- Expertise in Microsoft Office
Certification
- Google IT Support - Oct 15, 2024
Timeline
Consumer Experience Analyst
United Healthcare
12.2023 - Current
Associate Business Analyst
Optum/United Healthcare
08.2021 - 12.2023
Team Lead – While supervisor was out on leave
Optum/United Healthcare
12.2020 - 03.2021
Employee Assistance Program Coordinator
Optum/United Healthcare
12.2016 - 08.2021
Designated Coordinator
Pathways to Community
06.2016 - 12.2016
Bachelor of Arts - Psychology
University of St. Thomas
Master of Business Administration -
Saint Mary’s University of Minnesota
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