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Data and Reporting Analyst

UCSF Health, AGCity of Brisbane, Queensland, Australia

30+ days ago

Job description

Data and Reporting Analyst - Contract Position (1 year term)

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OVD Access Shared Services

Full Time

84995BR

Job Summary

Applies skills and experience as a seasoned 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 UCSF patients within the Contact Center environment. The analyst must have a clear and working understanding of the inter-relationships between various data points, KPIs, operational performance, staffing, scheduling and the distribution of work product within the Contact Center. The analyst must also have a clear and working understanding of 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 operational performance analysis related to the Access Trasformation project and Contact Center operations.
Workforce Management Forecasting analysis based on past and predicted demand; anticipate surges and declines and works with Supervisor to recommend adjustments to staffing levels to maintain service levels
Staffing analysis and recommendations regardng new clinic / service onboarding
Monitoring and evaluating of 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 reporting for Contact Center and Access Transformation current-state performance
Support technology utlization, management, enhancement, and integration. This includes equipment management, platform implementation and validation.
Establishes excellent working relationships with all customers

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

Department Description

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. The Contact Center team supports the organization’s goal to be the #1 Health System in Northern California in health care value, patient experience, and employee engagement by ensuring our ambulatory clinics provide timely access to care for our patients. We strive to provide care when, where and how our patients need it. The team works closely with practices to support improvement efforts and with various departments across the organization (e.g. marketing, IT) to set strategic goals and develop innovative patient care access solutions.

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.

Required Qualifications

Bachelor's degree in related area and / or equivalent experience / training.

5-7+ years of related experience, preferably in a healthcare or call center organization

Thorough knowledge of business intelligence functions, analytics, industry standards and best practices related to operating a large centralized service organization

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.

Experience in contact center operations or other high-volume complex service and / or operational environment

Ability to present to all locations maintained and supported by Contact Center

Preferred Qualifications

Master’s Degree in related field (business, nursing, health or the health care administration field)

Experience with workforce management software and contact center platforms (e.g. Calabrio, Talkdesk or similar platforms)

Experience working with Epic

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.

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

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our 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.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Health

Job Code and Payroll Title

004959 BUS INTEL SPEC 3

Job Category

Business Development

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Contract

Percentage

100%

Appointment End Date

30-Jun-2026

Location

Brisbane, CA, Emeryville, CA

Work Style

Hybrid

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Monday - Friday

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Higher Education

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Data And Reporting Analyst • City of Brisbane, Queensland, Australia