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UNIVERSITY OF IOWA Quality Analyst in Iowa City, Iowa

Quality AnalystPosting ID123392DepartmentPatient Access Center/VP Medical AffairsJobcodeQual and Op Improv CoordinatorWorking TitleQuality AnalystDetailsThe hourly Quality Analyst position will perform all functions of phone monitoring of quality standards for the UI Patient Access Center and the Integrated Call Center (ICC) 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 training department to determine needs for UI PAC and ATC support staff and supervisors to improve clinic processes. They work with leadership to improve assigned processes as needed in accordance with policies and procedures. Finally, the Quality Analyst will complete other duties as assigned.Required Qualifications:A bachelor's degree or an equivalent combination of education and experience(Typically) 6 months-1 year administrative experienceExcellent written and verbal communication, which includes presentations, public speaking, and strong problem solving skillsMust have strong customer service skills and enjoy working as a teamMust be proficient in computer software applications, including spreadsheet and database applications, including MS Excel and AccessDesired Qualifications:Experience with hospital operations and/or ambulatory clinic operationsKnowledge of University of Iowa Health Care policies, procedures, and regulationsExperience in the Epic systemDemonstrated experience in data mining and analysisRelevant healthcare analysis experienceContactGRACE MARIA MOOREEmail: grace-moore@uiowa.eduApplication InstructionsPlease send a cover letter and resume to grace-moore@uiowa.eduAd Start Date02/18/2021Ad End Date08/06/2021The University of Iowa prohibits discrimination in employment or in its educational programs and activities on the basis of race, national origin, color, creed, religion, sex, age, disability, veteran status, sexual orientation, gender identity, or associational preference. The University also affirms its commitment to providing equal opportunities and equal access to University facilities. Women and Minorities are encouraged to apply for all employment vacancies.