Call Center Implementation Analyst

ACC Call Center

Full Time

69424BR

Job Summary

Under the general supervision of Call Center Management, the Implementation Analyst will assist in the planning and delivery of business systems solutions and associated application and client services in support of business objectives and ongoing operations expansion.  This includes technical systems and project planning, staff and resource estimating, execution of agreed-upon project plans, implementation of plans, and ongoing support.  Specifically, provides legacy Convergys IPCC Call Center software setup, management, monitoring, and workflow changes as needed for the Call Center and other entities such as MyChart Customer Support, Pediatric Access Customer Support, etc.  This position will be providing the technical leadership for the CISCO migration project from the Convergys system.

Will work with IT Telephony to assure management and technology of all phone systems are set up as service level requirements.  A second major function of this position is to program, develop, and provide data and report generation, analytical review, and assistance for short and long-term planning.  Specifically, understanding and being facile with APEX clarity reporting and IPCC Call Center database program, reporting, and analysis for management decision-making.  Additionally, provide MS SharePoint support, including creating SPP sites, updating information, and training users. 

The individual will work closely with UCSF Medical Center functional business groups to ensure the efficiency and effectiveness of systems solutions deployed in support of business goals and objectives.  The position will also be responsible for application staff development and training. The Implementation Analyst will provide project coordination, analytical support, and supervision assistance of one or more concurrent implementation initiatives at the Call Center and have responsibility for assisting the Call Center Manager and Supervisors in delivering the project requirements and meeting customer service objectives.  Coordinating with various Medical Center departments and approved Medical Center vendors, the Implementation Analyst will help ensure the delivery of outcomes for the required projects, ensuring that quality is achieved as planned.  Will assist in the management of work and resources involved in projects, update plans, and deviations from plans, report to the Call Center Manager with respect to the status of projects, and escalate decisions and unresolved issues.  The Implementation Analyst will liaise with the project’s sponsors and/or customers and assist in obtaining and managing all necessary services and ensure efficient use of resources to meet requirements and facilitate communication as appropriate to all involved stakeholders.  Will track and report the progress of ongoing projects, including forecasts of timelines and resource needs.

The Implementation Analyst assists in establishing policies and procedures in their specific area of responsibility and is expected to have a broad understanding of the practices served by the Call Center, understand the technical and automated systems used by the Call Center and have a working knowledge of goals established by the department’s Manager, Ambulatory Administration, Practice Chiefs, and Practice Managers.  The Analyst adheres to and exemplifies the House and Telephone standards of the Medical Center.  Provides call coverage as needed: response to telephone calls from patients wishing to schedule an appointment, seek medical advice, refill a prescription, obtain a referral or an authorization, obtain a test result, or communicate with their health care provider; pre-registers patients and verifies insurance when indicated; accurately documents patient requests and forwards to appropriate practice.

Required Qualifications

• College degree (BA/BS) or 3 years equivalent experience
• Ability to organize, analyze, plan, develop, and communicate.  Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Proven skills in problem-solving multi-tasking, prioritization, and project team experience required
• Knowledge of the design, development, and application of technology and systems to meet business needs.
• General knowledge of other areas of IT. Thorough understanding of and experience with systems-related issues and actions that can be taken to improve or correct performance.
• Self-starter who enjoys working independently.
• Demonstrated ability to maintain positive relationships with clients in the midst of changing project requirements and a deadline-driven environment.
• Excellent verbal and written communication skills. Must have strong customer service acumen
• Desktop computer experience, specifically, MS Word, Excel, and Outlook.

Preferred Qualifications

• Experience with Call Center applications such as CISCO Finesse, EPIC, databases, Assist, Mercury Messenger, SharePoint, etc.

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 San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Code and Payroll Title

007304 SYS ADM 3

Job Category

Clinical Systems / IT Professionals, Professional (Non-Clinical), Support Services

Bargaining Unit

99 – Policy-Covered (No Bargaining Unit)

Location

Brisbane, CA, Emeryville, CA

Additional Shift Details

Monday – Friday