The hourly Quality Analyst performs all phone monitoring functions related to quality standards for the UI Patient Access Center (UI PAC), in addition to analyzing and reporting the results. The hourly Quality Analyst may build, maintain, and test quality assurance forms, agent mapping, and report definitions in the call recording and voice analytics systems. They perform 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 hourly 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 hourly Quality Analyst works 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 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.
• Demonstrated competency in data mining and analysis.
• Prior experience with auditing and validating data.
• Relevant healthcare analysis experience.