Business Analyst

The Project Policy Analyst 4 position at Patient Contact Center (PCC) leads strategic and operational projects for onboarding specialty service lines and facilitates the change management process. This position is responsible for project-planning, design, development, leading, and supporting project team members to achieve short-term target goals and long-term organizational initiatives.

The incumbent will be responsible for managing project teams as their work contributes to implementation of service lines, projects, and continue improvement work for the patient contact center. This incumbent will provide assessments, information, and updates to PCC leadership and executive leadership. The Analyst must have a clear understanding of interrelationships of the project teams, projects, services lines, timelines, and must foster and maintain a collaborative relationship between Physicians, Ambulatory Operations and IT. These positions will work on

Patient Contact Center related tasks, including, but not limited to:

* Project-managing and leading the cycle of initiatives such as:
-collection of data and current-state workflows;
-project development and management;
-facilitating and presenting stakeholder meetings for decision-making
-training the appropriate project team members to develop training and education

* Developing and implementing Epic-related workflows and builds to streamline operations such as:
-Referral Orders (i.e: Order Questions)
-Appointment Requests
-Decision Trees and Scheduling Builds
-Ambulatory Orders (i.e: Order Panels)
-Referrals and Workqueues
-Template Management Support

* Operational and Technical Support such as:
-Supporting clinical and operational leadership in identifying opportunities to streamline and optimize scheduling
-Becoming the main liaison between Epic/IT teams and Ambulatory Operations
-Troubleshooting and resolving scheduling and referral issues related to Epic Cadence

Apply By Date: 11/6/2025 by 11:59pm

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Certified or Accredited in Epic Cadence and/or experience in Epic-related Cadence builds (i.e: back-end system settings for template modification.
• Progressive experience in in health system administration, health care planning, business administration, public administration or a satisfactorily equivalent combination of education, training, and experience.
• Certified or Accredited in Epic Cadence and/or experience in Epic-related Cadence builds (i.e: back-end system settings for template modification.
• Experience in implementing Epic-related build and workflows for multi- department and/or specialty service line. Strong technical skills in Excel, Microsoft PowerPoint, Visio, Teams, OneNote, Word and utilize platforms for presenting and leading meetings.
• Experience with strategic planning, analytical and program evaluation skills to effectively provide sound recommendations, continually examines systems and develops or revises to accommodate change requirements.
• Progressive experience in in health system administration, health care planning, business administration, public administration or a satisfactorily equivalent combination of education, training, and experience.
• Ability to present data analytics and updates to leadership, and all levels of various stakeholders required.
• Ability to apply advanced problem-resolution skills to highly complex issues, quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner.
• Excellent organizational skills and capacity to manage many interrelated tasks.
• Ability to demonstrate diplomacy in communication and use conflict resolution techniques.
• Interpret data and reports to communicate results and train others.
• Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems.
• Demonstrated ability to lead interdisciplinary teams and develop/manage partnerships, seeking input from others, and creating ad hoc teams as required to address challenging problems.
• Skills to analyze complex information or problems in an objective manner and derives logical conclusions to provide a sound basis for establishing priorities, selecting appropriate courses of action for pursuit or recommendations to others, and to resolve conflicts.
• Demonstrated ability to lead interdisciplinary teams and develop/manage partnerships, seeking input from others, and creating ad hoc teams as required to address challenging problems.
• Understands the importance of maintaining confidentiality of hospital and patient information at all times.
• Can articulate and support the UCDHS mission, vision, and values as well as departmental goals.

Preferred Qualifications

• Lean Six Sigma or PMP certification
• Bachelor's degree in related area and / or equivalent experience / training
• Academic institution or large integrated health system experience.

Key Responsibilities

• 70% - Project Management and Implementation
• 25% - Business Analysis & Customer Management
• 5% - Template Management Support

Department Overview

The Patient Contact Center (PCC) is a centralized contact center providing patient service support via telephone (inbound and outbound), Epic, messaging and work queue systems. The PCC is responsible for more than 30% of all appointment and service engagements across UCDH ambulatory division. Service of patient appointments are supported with dynamic guidelines and process flows (which can include systematic decision tree workflows). We proactively support our ambulatory partners with change needs as possible.

POSITION INFORMATION

• Salary or Pay Range: $85,500.00 - $157,300.00
• Salary Frequency: Bi-Weekly
• Salary Grade: Grade 23
• UC Job Title: PROJECT POLICY ANL 4
• UC Job Code: 007399
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): 8AM-5PM, M-F
• Location: Patient Contact Center (HSP166)
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

There will be travel to clinic and other health system locations. May have to work outside of standard M-F, 8AM-5PM for project specific needs.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks