Quality Analyst Patient Access Center

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. 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 customers 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.

*This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowaand 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 theremote work program and related policiesandemployee 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.
• Generate reports and distribute to various customers internally to UI PAC and outside clinics.
• 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 an on-site hosting of external inspections.
• Collaborate with UI PAC training staff to determine needs for UI PAC support staff and supervisors to improve clinic-scheduling processes.
• Assist with preparing and presenting training programs.

Pay Level: 3A

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