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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.