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Quality Analyst

Posting ID 120152
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.

The Hourly Quality Analyst performs all functions of phone monitoring of quality standards for the UI Patient Access Center, in addition to analyzing and reporting the results. The Quality Analyst builds, maintains, and tests quality assurance forms, agent mapping, and report definitions in our call recording and voice analytics systems.They perform statistical analysis for leadership to aid in performance evaluation and staff education. They ensure all data and reporting has been validated and is accurate for the customer’s needs.

The Quality Analyst provides recommendations to management regarding training, and potential interventional measures.They collaborate with the UI PAC training staff to determine needs and opportunities for UI PAC support staff and supervisors to improve clinic-scheduling processes.The Quality Analysts work with leadership to improve assigned processes as needed in accordance with policies and procedures. They may perform other duties as assigned.

Required Qualifications:

  • A bachelor's degree or an equivalent combination of education and experience
  • (Typically) 6 months-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 in the Epic system
  • Experience using Tableau software
  • Demonstrated experience in data mining and analysis
  • Prior experience with auditing and validating data
  • Relevant healthcare analysis experience
Application Instructions Please send a cover letter and resume to
Ad Start Date 02/04/2020
Ad End Date 05/03/2020