Under the general supervision of Call Center Management, the IT 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 IT 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 IT 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.
Certain terms and conditions of employment for this position, including the rate of pay, benefits etc. are currently subject to negotiation with the TX University Technical Professional Employees Union.
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 high-quality patient care. It is the only UC campus in the 10-campus system dedicated exclusively to the health sciences.