Business Process & Quality Analyst

University of California - San Francisco; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

University of California - San Francisco Health is seeking a Business Process & Quality Analyst for the UCSF Contact Center in San Francisco. The role focuses on quality audits, data analysis, and process improvements to elevate patient access and customer service.

Under supervision, you will measure adherence to workflows, analyze error trends, and develop improvement plans. You will collaborate with stakeholders to update training and standard work while supporting QA development with the

Qualifications

• Applies technical expertise to analyze and improve complex business processes.
• Defines and tracks quality metrics and adherence to workflows.

Responsibilities

• Conduct quality audits of inquiries and processes.
• Analyze error data and trends to propose improvement plans.
• Develop coaching materials and updates to standard work.
• Collaborate with Platform team on QA development and automation.
• Provide data-driven summaries to drive improvements in patient access and service.

Skills

Data analysis

Process improvement

Quality assurance

Reporting

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.

%

of time

Essential Function (Yes/No

Key Responsibilities

(To be completed by Supervisor)

70

yes

Data Analysis and Process Improvement

• Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet end-user needs.
• Provides technical expertise in identifying, evaluating and developing complex systems and procedures. Creates complex specifications for systems to meet end-user requirements. Involved in developing complex user interface designs. Plans and executes unit integration and acceptance testing. Participates in cross-functional teams to address complex business or systems issues.
• Assists, team leads, supervisors, managers, and others in reviewing of complaints and service issues, identifying any potential issues and seeking opportunities for process improvements.
• Coordinates issue resolution and service recovery with involved parties, which may include clinic management, physicians, Patient Experience, Contact Center or department administration.
• Provides reports on a daily, weekly, monthly, or as needed basis regarding front line work activities, including resolution, root cause, trends, and other relevant data.
• Oversees collection of data through medical chart review, query of various databases and software.
• Provides statistical analysis of data used to monitor quality and process improvement.
• Analyze and troubleshoot current practices and propose solutions to improve patient satisfaction and public relations.
• Works collaboratively with members of the Contact Center team to provide support to PCs and Team Leads in the form of additional coaching.
• Updates Contact Center standard work to reflect stakeholder decisions.
• Leads and facilitates meetings with clinics, clinic leadership, Contact Center, leadership, and physicians related to process improvement opportunities and efforts.
• Engages with the Platform team for QA development and automation, the deployment of Genesys and to explore future technology enhancements.
• Represents the Contact Center at meetings per the Manager/Administrative Director.

15

yes

Quality Improvement and Reporting

• Gathers, analyzes, prepares and