Business Process & Quality Supervisor

at  UCSF Health

Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provide priority setting and work flow analysis.
Under the direction of Contact Center administration, the Business Process & Quality Supervisor will manage a team of 6 Business Process & Quality Analysts who routinely conduct quality audits and measure adherence to workflows and guidelines within the Contact Center. The team also investigates error tickets, analyzes error data, reports error trends, develops recommendations for improvement plans, coaching opportunities and works in conjunction with stakeholders to update training materials, standard work, quality tools, etc. The Supervisor will facilitate the team’s engagement with the Platform team for QA development and automation, the deployment of Genesys and to explore future technology enhancements. Ensures that the team regularly performs routine audits on inbound and outbound contacts, score contacts according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for the Contact Center as needed, centered on advancing and elevating patient access and customer service. Ensures the Analysts are monitoring employee performance through the review of assigned contacts and reports and are identifying opportunities for improvement and developing quality improvement plans for the assigned service area(s). The position will work closely with other key members the Contact Center, Shared Services and Ambulatory Care Operations, to drive results on areas of focus for improvement, and to provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for the UCSF Health Contact Center.
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 $94,400 - $201,800 (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.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in related area and / or equivalent experience / training.
• 5-7 relevant progressive years of experience
• Advanced knowledge of business and process analysis functions.
• Knowledge relating to the design of processes and software across the organization and/or in Contact Center operations.
• Advanced skills and methodologies associated with process and software design, modification and implementation.
• Knowledge of business analysis processes and procedures and alignment and compliance with applicable policy and regulation.
• Knowledge of related areas of IT, including EPIC.
• Strong analytical and critical thinking, persuasion / negotiation, mentoring, leadership / management, problem solving, human resources policies and procedures relating to management responsibilities. Ability to train subordinates, to convey complex administrative, clinical, and technical information in a clear and concise manner, and to prepare and present a variety of reports, documentation, analyses, and project proposals.
• Excellent oral and written communication, quantitative and analytical skills.
• Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies.
• Demonstrated supervisory and organizational skills to effectively supervise technical staff.

PREFERRED QUALIFICATIONS

• Prior supervisory experience

Please refer the Job description for details