SSAR (Analytics & Reporting) Analyst

UCSF•Brisbane, CA

2d•$115,000 - $160,000

About The Position

This role applies skills and experience as a seasoned business analytics professional to UCSF Contact Center and Access Shared Services operations. Under minimal supervision, the analyst works independently, uses tools, provides support, and ensures 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 interrelationships between various data points, KPIs, operational performance, staffing, scheduling, and the distribution of work product within the Contact Center. A clear and working understanding of UCSF EMR Epic (Apex), telephony system, and data platforms is also required. Strong written and computer skills, and the ability to effectively communicate data analysis to the management team are essential.

Requirements

Clear and working understanding of the interrelationships between various data points, KPIs, operational performance, staffing, scheduling and the distribution of work product within the Contact Center.
Clear and working understanding of UCSF EMR Epic (Apex), telephony system and data platforms.
Strong written skills.
Computer skills.
Ability to effectively communicate data analysis to the management team.

Responsibilities

Provides various operational performance analyses related to the Access Transformation project and Contact Center operations.
Conducts Workforce Management Forecasting analysis based on past and predicted demand; anticipates surges and declines, and works with the supervisor to recommend adjustments to staffing levels to maintain service levels.
Performs staffing analysis and provides recommendations regarding new clinic/service onboarding.
Monitors and evaluates Contact Center staffing levels, call volume efficiency, and experience metrics.
Provides recommendations to Contact Center operational units regarding leave management and expected service levels.
Develops and provides access to productivity measurements and tracking tools, including but not limited to Epic dashboards, Genesys or other Telephony dashboards, and ad hoc reporting.
Creates and maintains various reports for Contact Center and Access Transformation current-state performance.
Supports technology utilization, management, enhancement, and integration, including equipment management, platform implementation, and validation.
Establishes excellent working relationships with all customers.