The hourly Quality Analyst position will perform all functions of phone monitoring of quality standards for the UI Patient Access Center and Admission & 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 the UI PAC training staff to determine needs and opportunities for UI PAC and ATC support staff and supervisors to improve clinic-scheduling processes.  They work with leadership to improve assigned processes as needed in accordance with policies and procedures. They may perform other duties as assigned.

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.

Required 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.

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 and database management.
• Demonstrated competency in data mining and analysis.
• Relevant healthcare analysis experience.