Business Process & Quality Analyst
UCSF Health Contact Center Job Summary Fully onsite for the first 3 months for training and will be eligible for hybrid work after training
Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business process and analysis practices and organizational policies and procedures. Resolves a wide range of business process issues of moderate to complex scope. Demonstrates good judgment in selecting methods and techniques to obtain solutions
Under the direction of Contact Center administration, the Business Process & Quality Analyst will routinely conduct quality audits and measure adherence to workflows and guidelines within the Contact Center. Investigates error tickets, analyzes error data, reports error trends, develops recommendations for improvement plans, coaching opportunities and works in conjunction with stakeholders to update training materials, standard work, quality tools, etc. Engages with the Platform team for QA development and automation, the deployment of Genesys and to explore future technology enhancements. Performs routine audits on inbound and outbound contacts, score contacts according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for the Contact Center as needed, centered on advancing and elevating patient access and customer service. The Business Process & Quality Analyst is responsible for the monitoring of employee performance through the review of assigned contacts and reports and tasked with identifying opportunities for improvement and developing quality improvement plans for the assigned service area(s). The position will work closely with other key members the Contact Center, Shared Services and Ambulatory Care Operations, to drive results on areas of focus for improvement, and to provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for the UCSF Health Contact Center. The position will gather data and information, find and evaluate alternatives and make sound recommendations to all stakeholders.
Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business process and analysis practices and organizational policies and procedures. Resolves a wide range of business process issues of moderate to complex scope. Demonstrates good judgment in selecting methods and techniques to obtain solutions. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $88,000 - $145,000 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and
processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery. Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training.
- 3-5 years relevant progressive experience
- Thorough knowledge of business and process analysis functions.
- Thorough Knowledge of related areas of IT.
- Strong skills and knowledge of methodologies associated with analysis of processes and problems, information flow and architecture.
- In-depth understanding and skill in process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description.
- Demonstrated ability to work with others from diverse backgrounds.
- Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem solving skills.
- Broad knowledge relating to software design.
- Thorough knowledge of business processes and procedures.
- Demonstrated testing and test planning skills.
- Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
- Proficient in ability to use discretion and maintain all confidentiality.
- Demonstrates ability to use sound judgment in responding to issues and concerns.
- Demonstrates ability to analyze, research and synthesize large amounts of data with strong attention to detail.
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 007584 BUS SYS ANL 3 Job Category Clinical Systems / IT Professionals, Operational Excellence - Lean Transformation, Professional (Non-Clinical), Strategy Bargaining Unit 99 - Policy-Covered (No Bargaining Unit) Location Brisbane, CA, Emeryville, CA Campus Brisbane, Emeryville Additional Shift Details Monday - Friday |
University of California - San Francisco Campus and Health
Nov 18, 2024