Regular: A position which is considered essential for the effective long-term operation of the university. Persons appointed to this position will receive the privileges and benefits associated with regular employment status.
The Quality Analyst position will perform all functions of phone monitoring of quality standards for the UI Patient Appointment Center, 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 support staff and supervisors to improve clinic-scheduling 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.
Please note regarding references: Five professional references will be requested and required at a later step in the recruitment process.
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.
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.
With over 31,000 students, the University of Iowa is one of the nation's top public research universities, a member of the Big Ten conference and the Association of American Universities. The University of Iowa is composed of eleven colleges and is known around the world for its balanced commitment to the arts, sciences, and humanities. It is home to one of the nation's largest academic medical ce...nters and the pioneering Iowa Writers' Workshop. The University of Iowa promotes work/life integration and is located in the casual yet cosmopolitan environment of Iowa City, widely recognized as one of the country's most livable communities.