Admission and Transfer Center - Quality & Operational Improvement Supervisor (Hybrid)

The University of Iowa; Iowa City (IA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The University of Iowa is seeking a Quality & Operational Improvement Supervisor for the Admissions & Transfer Center. This hybrid role leads QA and process improvement, oversees staff, and coordinates reporting to support patient access, throughput, bed management, and transfers.

Responsibilities include developing QA practices, ensuring compliance, and driving data-driven improvements across reporting, dashboards, and telephony-related workflows with a Just Culture mindset.

Qualifications

• 2+ years of administrative or operational experience in a healthcare setting.
• Experience preparing, validating, and interpreting healthcare operational or quality reports for performance improvement.
• Experience using Epic to support healthcare workflows.
• Strong analytical skills for identifying opportunities and implementing improvements.
• Coaching, mentoring, and leading in a busy workplace.
• Ability to prioritize multiple tasks with good judgment.
• Excellent written, verbal, and interpersonal skills.

Responsibilities

• Provide supervision over quality assurance and reporting team members, including hiring and evaluating performance.
• Develop and maintain QA programs and reporting dashboards to support patient access, throughput, bed placement, and transfers.
• Collaborate with leadership and analytics partners to define KPIs and standardize metrics.
• Promote Just Culture and guide staff through QA and improvement initiatives.
• Lead project management for departmental initiatives using lean tools and track life-cycle progress.
• Deliver staff training and knowledge sharing on QA practices.

Skills

Quality assurance

Data analysis

Leadership

Project management

Lean principles

Staff coaching

Epic reporting tools

Communication

Tools

Power BI

Epic Reporting Tools

Job description

Admission and Transfer Center - Quality & Operational Improvement Supervisor (Hybrid)

The Admissions & Transfer Center is hiring for a Quality & Operational Improvement Supervisor. This position leads quality assurance and operational improvement within the Admission and Transfer Center (ATC), supervises assigned staff, and coordinates reporting to support hospital patient access and patient flow. Responsibilities include developing and approving quality assurance program practices, overseeing compliance functions, and leading improvement initiatives related to transfer coordination, bed management, interfacility transportation, telephony systems, and staff documentation accuracy. The position promotes a Just Culture approach that supports fair evaluation of errors, staff learning and accountability, and improvement of systems and processes.

This position coordinates ATC quality and operational reporting, ensuring accurate, consistent, and timely information to support performance monitoring and improvement. In collaboration with ATC leadership and analytics partners, the position identifies reporting needs, interprets trends, and evaluates the impact of operational changes.

This position directly manages and supervises assigned quality assurance, reporting, and analytics staff and performs other duties outlined below and as assigned.

Position Responsibilities:

Leadership/Supervision:

• Provide functional and administrative supervision over quality assurance and reporting team members including hiring, scheduling, and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
• Provide ongoing communication with the team to motivate, develop, and guide members to promote strong engagement.
• Coach and mentor team member(s) to develop staff professional and technical skills and to support succession planning.
• Self-development: Demonstrate a continuous learning approach to work, participate in organizational and departmental meetings, seek and share expertise on best practices, and develop knowledge and skills through collaboration.

Application of Process Improvement, Quality Engineering, and Management Engineering Concepts and Methodologies:

• Assist in facilitating and implementing quality and process improvement initiatives in the ATC. Participate in the monitoring, reporting and improvement activities related to quality and ATC’s Key Performance Indicators in patient access, throughput, and bed placement.
• Provide subject matter expertise in support of strategic initiatives. To improve operational performance, utilize systematic, data-driven methods to develop, monitor, evaluate, and improve initiatives, programs, services, and relationships.
• Strategically employ lean principles throughout the role to guide optimal practices.

Collect and Analyze Data:

• Develop, maintain, and interpret routine and ad hoc reports and dashboards supporting ATC quality assurance, external and internal transfers, bed management, and interfacility transportation.
• Collaborate with ATC leadership to define key performance indicators, prioritize reporting needs, and establish consistent metric definitions.
• Validate report accuracy and completeness, investigate discrepancies, and maintain documentation of reporting definitions and processes.
• Analyze trends in volume, timeliness, productivity, and quality to identify improvement opportunities and evaluate the results of operational changes.

Quality Assurance and Compliance:

• Promote a Just Culture approach to quality assurance by evaluating errors and trends fairly, identifying contributing system and process factors, and supporting staff learning and accountability. Use findings to guide coaching and process improvement.
• Implement and maintain quality assurance measurements including overseeing call recording solutions and the telephony management system while guiding staff through best practices.

Develop and perform quality management audits and assure compliance with evidence-based quality assurance practices.

Project Management:

• Facilitate multidisciplinary teams to increase quality within the ATC and produce favorable outcomes.
• Execute and serve as project manager for departmental projects using lean tools to evaluate processes or performance improvement projects for optimization.
• Track, monitor, and report project progression to ensure projects are managed through the entire life cycle.

Training/Education:

• Collaboratively provide training programs that ensure an understanding of quality assurance practice across all staff within the department.

Assist department leadership in developing appropriate ongoing quality monitoring programs.

Human Resources Administration:

• Assure staff are compliant with UI policies and procedures.

Develop and manage policies and practices that support staff engagement.

• Perform human resource functions for direct reports, including interviewing, selection, training, performance evaluation, salary determination, promotion, and disciplinary action.

Percent of Time

100%

Schedule:

Monday-Friday, day hours with evenings and weekend hours, as necessary.

Staff Type:

Professional and Scientific

Experience Requirements:

• 2+ years of administrative or operational experience in a healthcare setting.
• Demonstrated experience preparing, validating, and interpreting healthcare operational or quality reports and communicating findings to support performance improvement.
• Experience using Epic to support healthcare operational or clinical workflows.
• Strong analytical skills to identify opportunities for operational improvement and implement effective changes.
• Demonstrated commitment to coaching, mentoring, and leading in a busy workplace.
• Ability to be self-directed and demonstrate excellent judgment in prioritizing multiple tasks, projects, and assignments.
• Excellent written, verbal, and interpersonal skills.

Desired Qualifications:

• Experience directly supervising employees, including coaching, staff development, and performance management.
• Experience in hospital patient access, transfer center operations, bed management, or interfacility transportation.
• Experience developing or maintaining dashboards and reports using Power BI, Epic reporting tools, or similar applications, including defining measures and validating data in collaboration with operational and analytics partners.
• Experience applying Lean or other structured process improvement methods and tools.
• Experience developing and delivering staff training in individual and group settings.
• Experience with quality assurance, including audits, feedback, and applying Just Culture principles.

Knowledge of UI Health Care policies and procedures and applicable regulatory requirements.

Additional Information

• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Hybrid within Iowa

Compensation

Contact Information

Equal opportunity employer

The University of Iowa is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, or associational preferences.

Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, [phone] or [e-mail] . For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543 .

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