|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.
GRACE MARIA MOORE
|Application Instructions||Please send a cover letter and resume to firstname.lastname@example.org|
|Ad Start Date||02/04/2020|
|Ad End Date||05/03/2020|