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Quality Analyst

Posting ID 115934
Department Patient Access Center/VP Medical Affairs
Jobcode Qual & Op Improv Coordinator
Working Title Quality Analyst

About the UI Patient Access Center

The UI Patient Access Center (UI PAC) operates the high volume patient scheduling “contact” center, facilitating patient access to UI Health Care outpatient services. The contact center offers an extension of the clinics. The center is utilized by over 20 departments, outreach, and community clinics. The UI Patient Access Center (UI PAC) was established in July 2015 by the University of Iowa Physicians Group (UIP). The program was known prior to this date as the Centralized Management of Scheduling Program.

Position Specific Summary:

The hourly Quality Analyst position will perform all functions of phone monitoring of quality standards for the UI Patient Access Center, specifically supporting the Admission and Transfer Center (ATC) in addition to analyzing and reporting the results. This position will build, maintain, and test quality assurance forms, agent mapping, and report definitions in call recording and voice analytics systems. They will perform statistical analysis for leadership to aid in performance evaluation and staff education. They will ensure all data and reporting has been validated, and is accurate for the customer’s needs. The Quality Analyst provides recommendations to management and training for potential interventional measures. They collaborate with training department to determine needs for UI PAC and ATC support staff and supervisors to improve clinic processes. They work with leadership to improve assigned processes as needed in accordance with policies and procedures. Finally, the Quality Analyst will complete other duties as assigned.

Collect, organize, monitor and distribute information related to quality and process improvement functions, including compliance and documentation of quality management standards.

Monitor scheduler and operator incoming phone calls for quality assurance.

Build, maintain and test quality assurance forms, agent mapping and report definitions in call recording and voice analytics systems.

Perform statistical analysis and reporting to aid in performance evaluation and staff education, including productivity statistics, call statistics, break times, log in time and appointments scheduled.

Provide significant markers and recommendations to management and training team for potential interventional measures.

Identify and investigate changes to workflows, technical issues and other causal links to phone monitoring data gathered.

Utilize assigned tools for pre-defined scope projects.

May write program code and/or use vendor tools to create scripts, configure applications, develop reports, etc.

Identify and report scheduling limitations for the UI PAC and ATC to aid in increasing patient access and patient satisfaction.

May perform other duties as assigned.

Please note: a criminal background and credential check will be required as part of the employment process.

Require Qualifications

  • A Bachelor’s Degree or an equivalent combination of education and experience.
  • Typically (6 moths – 1 year) administrative experience.
  • Excellent written and verbal communication, which includes presentations, public speaking, and strong problem solving skills.
  • Must have strong customer service skills and enjoy working as a team.
  • Must be proficient in computer software applications, including spreadsheet and database applications, including MS Excel and Access.

Desired Qualifications:

  • Experience with hospital operations and/or Ambulatory Clinic operations.
  • Knowledge of University of Iowa Health Care policies, procedures, and regulations.
  • Experience with the Epic system.
  • Demonstrated competency in data mining and analysis.
  • Relevant healthcare analysis experience.

Application Instructions Please send a cover letter and resume to
Ad Start Date 01/10/2019
Ad End Date 02/11/2019