Business Process & Quality Analyst

About the Role

The Business Process & Quality Analyst applies seasoned, experienced professional skills with a full understanding of industry-wide business processes and analysis practices, as well as organizational policies and procedures. This role resolves a wide range of business process issues of moderate to complex scope and demonstrates good judgment in selecting methods and techniques to obtain solutions.

Under the direction of Contact Center administration, the analyst will conduct quality audits, measure adherence to workflows and guidelines, investigate error tickets, analyze error data, report error trends, and develop recommendations for improvement plans, coaching opportunities, and updates to training materials, standard work, and quality tools. The role collaborates with stakeholders, the Platform team for QA development and automation, and explores future technology enhancements such as Genesys.

The analyst performs routine audits on inbound and outbound contacts, scores contacts according to a standard approach, assesses and aggregates data for opportunities, and participates in design sessions to advance patient access and customer service. Responsibilities include monitoring employee performance, identifying improvement opportunities, and developing quality improvement plans for assigned service areas. The position works closely with the Contact Center, Shared Services, and Ambulatory Care Operations teams to drive results and provide critical data to align with the strategic plan for the UCSF Health Contact Center.

Responsibilities

• Conduct routine quality audits and measure adherence to workflows and guidelines within the Contact Center.
• Investigate error tickets, analyze error data, and report error trends.
• Develop recommendations for improvement plans, coaching opportunities, and updates to training materials, standard work, and quality tools.
• Engage with the Platform team for QA development, automation, and deployment of Genesys.
• Perform routine audits on inbound and outbound contacts, score contacts, and assess data for opportunities.
• Participate in design sessions to advance patient access and customer service.
• Monitor employee performance through contact reviews and reports.
• Identify opportunities for improvement and develop quality improvement plans for assigned service areas.
• Collaborate with key members of the Contact Center, Shared Services, and Ambulatory Care Operations to drive results.
• Gather data, evaluate alternatives, and make sound recommendations to stakeholders.

Requirements

• Bachelor’s degree in a related area and/or equivalent experience/training.
• 3-5 years of relevant progressive experience.
• In-depth understanding and skill in process and systems requirement documentation standards (e.g., Use Case modeling, User Story creation, and narrative description).
• Thorough knowledge of business and process analysis functions.
• Strong skills in methodologies associated with analyzing processes, problems, information flow, and architecture.
• Demonstrated ability to work with diverse teams and backgrounds.
• Self-motivated, works independently and as part of a team, and meets deadlines.
• Demonstrated problem-solving skills and broad knowledge of software design.
• Thorough knowledge of business processes and procedures.
• Demonstrated testing and test planning skills.
• Effective communication and interpersonal skills to work with technical and non-technical personnel at all organizational levels.
• Ability to use discretion and maintain confidentiality.
• Strong analytical, research, and data synthesis skills with attention to detail.

Preferred Qualifications

• EPIC knowledge.

Department Overview

The UCSF Contact Center is an integrated team supporting both patient and provider requests for access to care at UCSF Health. Administrative functions include appointment scheduling, referral intake, review and processing, and coordinating other administrative or clinical patient call-based requests to support effective care delivery.

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. UCSF is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. It brings together world-leading experts in nearly every area of health and is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.

Benefits

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: UCSF Compensation and Benefits.