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Location

Iowa City, IA | United States

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Job description

The Quality Analyst performs all functions of phone monitoring of quality standards for the UI Integrated Call Center (ICC), 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 ICC and Quality Analyst Leadership teams to determine needs and opportunities for ICC staff and supervisors to improve accuracy. The Quality Analyst works with leadership to improve assigned processes as needed in accordance with policies and procedures. They may perform other duties as assigned.

*This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location .

• Collect, organize, monitor and distribute information related to quality and process improvement functions, including compliance and documentation of quality management standards.
• Monitor incoming phone calls and Audit Epic documentation for quality assurance.
• Build, maintain and test quality assurance forms..
• Provide feedback to leadership to aid in performance evaluation and staff education. This includes productivity statistics, documentation accuracy, and guideline adherence.
• Provide significant markers and recommendations to management for potential interventional measures.
• May perform other duties as assigned.
• Initiate data collection activities; collect and analyze data.
• Perform ad hoc requests for reporting.
• Validate data for accuracy.
• May provide recommendations to identify and address root causes.
• Coordinate program planning activities.
• Audit quality and operational processes to assure compliance.
• Assist in the preparation for and on-site hosting of external inspections.
• Collaborate with ICC Leadership team to determine needs for staff to improve call handling processes.
• Assist with preparing and presenting training programs.

Required Qualifications:

• A Bachelor’s Degree or an equivalent combination of education and experience is required.
• (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 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.

Application details:

In order to be considered for an interview, applicants must upload the following documents and mark them as a “Relevant File” to the submission:

• Resume
• Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and education verification. For additional questions, please contact [email protected]

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Job tags

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Salary