Quality Analyst - Patient Access Center

About the role

The 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. This position is eligible to participate in hybrid work within the state of Iowa.

Responsibilities

• Monitor incoming phone calls and audit Epic documentation 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 for leadership to aid in performance evaluation and staff education.
• Ensure all data and reporting is validated and accurate for customer needs.
• Provide feedback and recommendations to management regarding training and potential interventional measures.
• Collaborate with UI PAC training staff to determine needs and opportunities for support staff and supervisors to improve clinic-scheduling processes.
• Collect, organize, monitor, and distribute information related to quality and process improvement functions, including compliance and documentation of quality management standards.
• Initiate data collection activities; collect and analyze data.
• Perform ad hoc requests for reporting and generate reports for internal and external customers.
• Validate data for accuracy and provide recommendations to identify and address root causes.
• Coordinate program planning activities and audit quality and operational processes to assure compliance.
• Assist in the preparation for external inspections and with preparing and presenting training programs.
• May perform other duties as assigned.

Requirements

• A Bachelor’s Degree or an equivalent combination of education and experience is required.
• 6 months – 1 year of administrative experience.
• Excellent written and verbal communication, including presentations and public speaking.
• Strong problem-solving skills and customer service orientation.
• Proficiency in computer software applications, including spreadsheet and database applications (e.g., 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.
• Experience using Tableau software.
• Demonstrated experience in data mining and analysis.
• Prior experience with auditing and validating data.
• Relevant healthcare analysis experience.

Pay

Pay Level: 3A Professional and Scientific Pay Structures.

Schedule

Full-time, hybrid within Iowa.