- Professional
- Ufficio in Emeryville
Job Summary
Platform & Technology Analyst applies skills and experience as a 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 customers within the Contact Center environment. The analyst must have a clear and working understanding of the inter-relationships between various technology platforms, data points, KPIs, operational performance and the distribution of work product within the Contact Center. The analyst must also have a clear and working understanding of the relationship between 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 platform analysis related to the Access Transformation project and Contact Center operations. Examples of platforms include telephony, electronic medical records, business analytics tools, customer relationship management (CRM), etc.
• Analyze contact center performance metrics, patient satisfaction surveys, and operational data to identify trends, inefficiencies, and opportunities for improvement.
• Platform design and strategy based on current and future utilization; works with operational supervisor to recommend adjustments to staffing levels to maintain service levels
• Identify gaps in technology or processes and propose solutions to enhance the efficiency and effectiveness of contact center operations.
• Recommendations to Platform Strategist, Product Manager, and Contact Center Leadership regarding platform and technology changes required to improve operational efficiency.
• Act as a liaison between the contact center, clinical teams, IT, and other departments to ensure alignment on objectives and priorities.
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.
The salary range for this position is $100,000 - $153,800 (Annual Rate).
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Job Title
Employee Class
Percentage
Shift Length
Shift
Additional Shift Details
Bargaining Unit
Job Category
Required Qualifications
- Ability to present to all locations maintained and supported by Contact Center
- Bachelor's degree in related area and / or equivalent experience / training.
- 3-5 years of related experience, preferably in a large healthcare or call center organization; education background in data sciences or related quantitative fields can substitute part of related experience.
- 1-2 years experience in contact center operations (preferably one with +100 agents) or other high-volume complex service and/or operational environment
- 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)
- Experience working with large amounts of data and business intelligence applications / tools. Ability to produce high-quality reports and documentation.
- Strong critical thinking and problem-solving skills to manage complex information, assess problems, and develop and effective solutions.
- Detail oriented, with 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.
- Proven ability to serve as a technical resource providing advice and counsel on business intelligence issues.
Preferred Qualifications
- Experience working with Epic
- Experience with workforce management software and contact center platforms (e.g. Calabrio, Talkdesk or similar platforms)
- Master’s Degree in related field (business, nursing, health or the health care administration field)
Position Type
Department Name
Equal Employment Opportunity
Department Description
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.
About UCSF
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
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 at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
