Only the job description changed.
| Previous Job Description | Current Job Description | ||||
|---|---|---|---|---|---|
| n | 1 | Job Description: | n | 1 | Certain terms and conditions of employment for this position, including the rate of pay, benefits, e |
| > | tc., are currently subject to negotiation with the appropriate union. | ||||
| 2 | Certain terms and conditions of employment for this position, including the rate of pay, benefits, e | ||||
| > | tc., are currently subject to negotiation with the appropriate union. Applies skills as a seasoned, | ||||
| > | experienced professional with a full understanding of industry-wide business processes and analysis | ||||
| > | practices, and organizational policies and procedures. Resolves a wide range of business process iss | ||||
| > | ues 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 & Qualit | ||||
| > | y Analyst will routinely conduct quality audits and measure adherence to workflows and guidelines wi | ||||
| > | thin the Contact Center. Investigates error tickets, analyzes error data, reports error trends, deve | ||||
| > | lops recommendations for improvement plans, coaching opportunities and works in conjunction with sta | ||||
| > | keholders 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 f | ||||
| > | or the Contact Center as needed, centered on advancing and elevating patient access and customer ser | ||||
| > | vice. The Business Process & Quality Analyst is responsible for the monitoring of employee performan | ||||
| > | ce 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 Op | ||||
| > | erations, to drive results on areas of focus for improvement, and to provide critical summary data t | ||||
| > | o 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. Department Overview The UCSF Contact Center is | ||||
| > | an integrated team that supports both patient and provider requests for access to care at UCSF Healt | ||||
| > | h. Administrative functions include 1) appointment scheduling, 2) referral intake, review and proces | ||||
| > | sing,3) coordinating any other administrative or clinical patient call-based requests to support eff | ||||
| > | ective care delivery. | ||||
| 3 | 2 | ||||
| t | 4 | Qualifications: | t | 3 | Applies skills as a seasoned, experienced professional with a full understanding of industry-wide b |
| > | usiness processes and analysis practices, and organizational policies and procedures. Resolves a wid | ||||
| > | e range of business process issues of moderate to complex scope. Demonstrates good judgment in selec | ||||
| > | ting methods and techniques to obtain solutions | ||||
| 5 | REQUIRED QUALIFICATIONS - Bachelor's degree in a related area and/or equivalent experience/training. | 4 | |||
| > | - 3-5 years relevant progressive experience - In-depth understanding and skill in process and syste | ||||
| > | ms requirement documentation standards, such as Use Case modeling, User Story creations and narrativ | ||||
| > | e description. - Thorough knowledge of business and process analysis functions. - Thorough Knowledge | ||||
| > | of related areas of IT. - Strong skills and knowledge of methodologies associated with the analysis | ||||
| > | of processes and problems, information flow, and architecture. - Demonstrated ability to work with | ||||
| > | others from diverse backgrounds. - Self-motivated and works independently and as part of a team. Abl | ||||
| > | e to learn effectively and meet deadlines. Demonstrates problem-solving skills. - Broad knowledge re | ||||
| > | lating 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 a | ||||
| > | t various levels in the organization. Interpersonal and communication skills to work with both techn | ||||
| > | ical and non-technical personnel at various levels in the organization. - Proficient in ability to u | ||||
| > | se discretion and maintain all confidentiality. - Demonstrates ability to use sound judgment in resp | ||||
| > | onding to issues and concerns. - Demonstrates ability to analyze, research and synthesize large amou | ||||
| > | nts of data with strong attention to detail. PREFERRED QUALIFICATIONS - EPIC knowledge | ||||
| 5 | Under the direction of Contact Center administration, the Business Process & Quality Analyst will r | ||||
| > | outinely conduct quality audits and measure adherence to workflows and guidelines within the Contact | ||||
| > | Center. Investigates error tickets, analyzes error data, reports error trends, develops recommendat | ||||
| > | ions for improvement plans, coaching opportunities and works in conjunction with stakeholders to upd | ||||
| > | ate training materials, standard work, quality tools, etc. Engages with the Platform team for QA dev | ||||
| > | elopment and automation, the deployment of Genesys and to explore future technology enhancements. Pe | ||||
| > | rforms routine audits on inbound and outbound contacts, score contacts according to a standard appro | ||||
| > | ach, assess and aggregate data for opportunity, and participate in design sessions for the Contact C | ||||
| > | enter as needed, centered on advancing and elevating patient access and customer service. The Busine | ||||
| > | ss Process & Quality Analyst is responsible for the monitoring of employee performance through the r | ||||
| > | eview 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 close | ||||
| > | ly with other key members the Contact Center, Shared Services and Ambulatory Care Operations, to dri | ||||
| > | ve results on areas of focus for improvement, and to provide critical summary data to drive improvem | ||||
| > | ents to main areas of opportunity in alignment with the strategic plan for the UCSF Health Contact C | ||||
| > | enter. The position will gather data and information, find and evaluate alternatives and make sound | ||||
| > | recommendations to all stakeholders. | ||||
| 6 | |||||
| 7 | Department Overview | ||||
| 8 | |||||
| 9 | 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) referr | ||||
| > | al intake, review and processing,3) coordinating any other administrative or clinical patient call-b | ||||
| > | ased requests to support effective care delivery. | ||||