Business Process & Quality Analyst

UCSF Health; Brisbane (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

UCSF Health is seeking a Business Process & Quality Analyst for the Contact Center to ensure patient access and service quality. You will audit contacts, analyze error data, and propose improvement plans, working with stakeholders to update training and standard work.

You will engage with the Platform team for QA development and automation, advancing patient experience. The role requires documenting requirements, creating use cases and user stories, and applying strong communication across

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3-5 years of progressive relevant experience.
• Strong grasp of process and systems requirement documentation standards.
• Thorough knowledge of business processes and IT areas.

Responsibilities

• Conduct quality audits and measure adherence to workflows in the Contact Center.
• Investigate error tickets, analyze data, and report trends with improvement plans.
• Coordinate with stakeholders to update training materials and quality tools.
• Partner with Platform team on QA development and automation for future enhancements.
• Monitor employee performance and identify opportunities for quality improvement.

Skills

Process analysis

Use Case modeling

User Story creation

Narrative description

Test planning

Data analysis

Interpersonal communication

Problem solving

Training material updates

QA development

Education

Bachelor's degree in a related area

Equivalent experience/training

Tools

EPIC knowledge

Job description

Job Description

Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union.

Job Description

Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., 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 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.

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.

Qualifications

REQUIRED QUALIFICATIONS

• Bachelor's degree in a related area and/or equivalent experience/training.
• 3-5 years relevant progressive experience
• In-depth understanding and skill in process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative 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. 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 communication 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.
  
  

Preferred Qualifications

• EPIC knowledge
  
  

About Us

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

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 here .

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

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.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html