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IT Implementation Analyst - ACC Call Center (SYS ADM 3)

Company: UCSF Medical Center
Location: Brisbane
Posted on: November 11, 2019

Job Description:

innovative patient care, advanced technology and pioneering research is redefining what s possible for the patients we serve a promise we sh with the professionals who make up our team. Ranked by U.S. News & World Report as seventh in the country UCSF Health 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. Department Description The UCSF Medical Center Call Center was created to support Ambulatory Care Practices for front desk support. Specifically, the Call Center receives patient, provider, and office calls that are triaged, documented, and managed by our Call Center Patient Service Representatives (PSR) Monday-Friday 8 a.m. to 5 p.m. The Call Center manages over 28 difference practices throughout UCSF which is responsible for Pediatric Specialties, Primary Pediatrics, General Medicine (DGIM), Lakeshore Family Medicine, Gynecology, OrthoTrauma, 9 Cancer Center Practices, 3 Neurology Practices, New Patient Navigation for Primary Care and MyChart Patient Support. There is an Administrative Director who directly supervises 3 Supervisors and 1 Technical Implementation Analyst, ultimately managing between 50-65 staff members at the Ambulatory Services Call Center. The Call Center uses sophisticated routing software that enables the calls to be recorded, monitored, and triaged to staff that are trained to manage those specific practice patient calls. Additionally, the PSR s must document call in our electronic health system record called EPIC. There are over 850k calls to the Call Center per year. 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. 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, Implementation Analyst will help ensure 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, deviations from plans, report to Call Center Manager with respect to status of projects, and escalate decisions and unresolved issues. The analyst will liaise with 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. Track and report the progress of ongoing projects, including forecasts of timelines and resource needs. 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, Practic Chiefs, and Practice Managers. Adheres to and exemplifies the House and Telephone standards of the Medical Center. Provides call coverage as needed: responds 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 * Four years related IT work experience * Two years experience in client service/project development with external customers; * Bachelor's Degree in related area and / or equivalent experience / training * Previous experience in a healthcare setting and related appointment systems and utilization * Ability to organize, analyze, plan, develop, and communicate; ability to define problems, collect data, establish facts, and draw valid conclusions * Advanced knowledge of computer security best practices and policies including demonstrated experience securing server-based software * 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 * Demonstrated ability to maintain positive relationships with clients in the midst of changing project requirements and a deadline-driven environment * Demonstrated skills associated with adapting equipment and technology to serve user needs * Demonstrated experience writing and editing complex scripts used to perform system maintenance and administration * Demonstrated comprehensive understanding of how system management actions affect other systems, system users and dependent / related functions * Proven skills in problem solving, multi-tasking, prioritization, and project team experience * Self-starter who enjoys working independently * Excellent verbal and written communication skills; strong customer service acumen * Desktop computer experience; MS Word, Excel, and Outlook * The flexibility to orient and work at all UCSF Health locations Preferred_Qualifications * CISCO telephony * Networking * Bilingual or multilingual capability; Spanish, Cantonese, Mandarin, Russian * Knowledge and understanding of medical office support operations * Experience with Call Center applications such as IPCC & Nuasis, CISCO, EPIC, databases, Assist, Mercury Messenger, SharePoint, etc Licensure/Certification * N/A Living Pride Standards Service Excellence * Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center s values: Professionalism, Respect Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency. * Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. * Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices * Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information. * Demonstrates an understanding of and adheres to safety and infection control policies and procedures. * Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. Work Environment * Keeps working areas neat, orderly and clutter-free, including the hallway

Keywords: UCSF Medical Center, San Francisco , IT Implementation Analyst - ACC Call Center (SYS ADM 3), Professions , Brisbane, California

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