Healthcare Contact Center Data Analyst

UCSF Health; Brisbane (CA); Vor Ort; USD 59.000 - 84.000; Vollzeit

Zusammenfassung

UCSF Health in Brisbane is seeking a seasoned Contact Center Business Analyst to apply analytical expertise to Access Shared Services operations. You will work under minimal supervision, independently analyze data, and develop dashboards and staffing models to support service levels for UCSF patients across the contact center.

Responsibilities include performance analyses, forecasting, onboarding analysis, staffing optimization, and delivering reporting tools such as Epic dashboards and

Qualifikationen

• Bachelor's degree in a related area or HS Diploma/GED with four years of related experience; and three or 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.
• One or more 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,

Aufgaben

• 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.

Kenntnisse

Data analysis

BI tools

Staff planning

Communication

Epic EMR

Telephony systems

Problem solving

Ausbildung

Bachelor's degree or equivalent

HS Diploma with experience

Master’s degree preferred

Tools

Epic

Genesys

Calabrio

Talkdesk

Jobbeschreibung

UCSF Health in Brisbane is seeking a seasoned Contact Center Business Analyst to apply analytical expertise to Access Shared Services operations. You will work under minimal supervision, independently analyze data, and develop dashboards and staffing models to support service levels for UCSF patients across the contact center.

Responsibilities include performance analyses, forecasting, onboarding analysis, staffing optimization, and delivering reporting tools such as Epic dashboards and