Hourly Quality Analyst

University of Iowa; Iowa City (IA); On-site; USD 28,000 - 44,000; Part time

Job summary

The University of Iowa seeks an Hourly Quality Analyst for the UI Patient Access Center (UI PAC). The role includes phone monitoring, analysis, and reporting to ensure quality standards and accurate data for leadership reviews.

You will build and test quality assurance forms, agent mapping, and report definitions in call recording and voice analytics systems, supporting staff education and performance evaluations.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• Typically 6 months to 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.

Responsibilities

• Analyze call data to support quality standards and performance evaluation.
• Build, maintain, and test QA forms, agent mapping, and reports.
• Provide leadership with data insights for staff education.
• Recommend training and interventional actions to management.
• Collaborate with UI PAC training staff to identify needs.
• Improve clinic scheduling processes and related workflows.

Skills

Communication

Customer service

Teamwork

Excel

Data analysis

Education

Bachelor's Degree

Tools

Epic system

Call recording system

Voice analytics

Job description

Hourly Quality Analyst

The hourly Quality Analyst performs all phone monitoring functions related to quality standards for the UI Patient Access Center (UI PAC), in addition to analyzing and reporting the results. The hourly Quality Analyst may build, maintain, and test quality assurance forms, agent mapping, and report definitions in the call recording and voice analytics systems. They perform 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 hourly 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 hourly Quality Analyst works with leadership to improve assigned processes as needed in accordance with policies and procedures. They may perform other duties as assigned.

Required Qualifications

• A Bachelor's Degree or an equivalent combination of education and experience.
• Typically (6 moths - 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.

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.
• Demonstrated competency in data mining and analysis.
• Prior experience with auditing and validating data.
• Relevant healthcare analysis experience.