Job Description

Applies skills and experience as a seasoned business analytics professional to UCSF Contact Center and Access Shared Services operations. Under minimal supervision, works independently, uses tools, provides support and effective staff planning to deliver the appropriate level of service to UCSF patients within the Contact Center environment. The analyst must have a clear and working understanding of the interrelationships between various data points, KPIs, operational performance, staffing, scheduling and the distribution of work product within the Contact Center. The analyst must also have a clear and working understanding of UCSF EMR Epic (Apex), telephony system and data platforms. Must also demonstrate strong written skills, computer skills, and the ability to effectively communicate data analysis to the management team.

Contact Center Data Analyst provides:
• Various operational performance analyses related to the Access Transformation project and Contact Center operations.
• Workforce Management Forecasting analysis based on past and predicted demand; anticipate surges and declines, and work with the supervisor to recommend adjustments to staffing levels to maintain service levels
• Staffing analysis and recommendations regarding new clinic/service onboarding
• Monitoring and evaluating Contact Center staffing levels, call volume efficiency, and experience metrics
• Recommendations to Contact Center operational units regarding leave management and expected service levels.
• Development of, and access to, productivity measurements and tracking tools, including but not limited to Epic dashboards, Genesys or other Telephony dashboards, and ad hoc reporting.
• Create and maintain various reports for Contact Center and Access Transformation current-state performance
• Support technology utilization, management, enhancement, and integration. This includes equipment management, platform implementation, and validation.
• Establishes excellent working relationships with all customers

Department Overview

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. The Contact Center team supports the organization's goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.

The UCSF Health Contact Center - Shared Services Team supports Patient Care Access by providing training and quality assurance to agents, sourcing and delivering workforce management solutions, managing telecommunications / IT, and coordinating data analytics for process improvement. The team provides a high level of customer service to the UCSF Health Contact Center. Responsibilities include adherence to Contact Center best practices, execution of service level agreements, and support of onboarding and continuous improvement objectives

Responsibilities

see attached JD

Qualifications

REQUIRED QUALIFICATIONS

• Bachelor's degree in a related area and/or equivalent experience/training
• 3-5 years of related experience, preferably in a large healthcare or call center organization; an education background in data sciences or related quantitative fields can substitute part of the related experience.
• 1-2 years of experience in contact center operations (preferably one with +100 agents) or other high-volume complex service and/or operational environment
• Experience working with large amounts of data and business intelligence applications/tools. Ability to produce high-quality reports and documentation.
• Thorough knowledge of business intelligence functions, analytics, industry standards and best practices related to operating a large centralized service organization (e.g. Call or Contact Center)
• Strong critical thinking and problem-solving skills to manage complex information, assess problems, and develop and effective solutions.
• Detail-oriented, with the ability to manage time and organize competing priorities.
• Strong written and verbal communication skills with the ability to convey complex information in a clear, concise manner.
• Strong interpersonal skills for effective collaboration with a broad range of professional and technical staff. Req Proven ability to serve as a technical resource providing advice and counsel on business intelligence issues.
• Ability to present to all locations maintained and supported by Contact Center

PREFERRED QUALIFICATIONS

• Master's Degree in a related field (business, nursing, health, or the health care administration field)
• Experience working with Epic
• Experience with workforce management software and contact center platforms (e.g. Calabrio, Talkdesk, or similar platforms)