Job Information
University of Utah Quality Assurance Analyst in Salt Lake City, Utah
Details
Open Date 10/11/2024
Requisition Number PRN40084B
Job Title PS Quality Assurance Analyst
Working Title Quality Assurance Analyst
Job Grade D
FLSA Code Nonexempt
Patient Sensitive Job Code? Yes
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday – Friday, 8:00 a.m. – 5:00 p.m.
VP Area U of U Health - Academics
Department 00848 - Pediatric Administration
Location Other
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $18.41-$26.73
Close Date 01/11/2025
Job Summary
Job Summary
The Clinical Enterprise-Scheduling Team in the Department of Pediatrics at the University of Utah School of Medicine has an immediate opening for a Quality Assurance Analyst. The Quality Assurance Analyst is responsible for monitoring and evaluating incoming and/or outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the department. The Quality Assurance Analyst also ensures that representatives are handling calls in the most efficient and effective manner, while providing an exceptional customer/patient experience. Scheduling QA supports Template team, Referral team, Health Information team, as well as the Centralized Scheduling teams.
This position is primarily housed in a call center, separate from clinic locations. The primary job location is 200 S 250 E, Salt Lake City, UT; site rotations are required at Primary Children’s Outpatient Services building at 81 N Mario Capecchi Dr., Salt Lake City, UT.
The University of Utah offers a comprehensive benefits package including:
Excellenthealth care coverageat affordable rates
14.2% retirement contributionsthat vest immediately
Generouspaid leave time
11 paid Holidaysper year
50% tuition reductionfor employee, spouse, and dependent children
Flex spending accounts
Free transiton most UTA services
Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
Professional development opportunities
Additional benefits information is available athttps://benefits.utah.edu/
Responsibilities
Essential Functions
Maintain confidentiality of all agent evaluations, observations and issues.
Must be non-biased when performing agent evaluations/observations.
Evaluates call handling remotely via real time services, observes features and recorded voice and screen capture applications.
Evaluates call handling while performing chair-side or silent remote listening of inbound/outbound phone calls.
Track, analyze and report to leadership qualitative (examples of call recordings, etc.) and quantitative (scores from evaluation forms, etc.) feedback for all agents, identify coaching opportunities and trending issues.
Research, analyze and provide feedback to the department manager on call handling complaints.
Provides feedback to assist in the creation of performance improvement goals and the development of training programs.
Leads calibration meetings to ensure consistency in call evaluations as well as confirming that quality assurance goals are met.
Provides input on problem identification and resolution and continuous quality improvement.
Works collaboratively with the department manager in supporting departmental project needs.
Remains current on policies and procedures for all operations.
Assists in providing coaching to agents when requested to help facilitate a better understanding of policies/protocols.
Assist in new-hire onboarding process by reviewing phone etiquette, call flow/scripting, purpose of quality audits and scoring criteria for call observations prior to agents starting on phones.
Monitoring the Incident Reporting Tool. This includes review of all issues related to scheduling, HIM , referral, and template teams as well as the entries related to “other”. Escalation to agent, lead, and/or supervisor as applicable and follow up of issue until resolution is required.
Responsible for handling updates to internal wiki pages to ensure up-to-date information is available for all agents.
Supports Clinical Enterprise with standard work responsibilities where/when needed.
Issue Patient Impact Forms when necessary for agents.
Review and audit of uploaded dictations to ensure accuracy.
Review and audit of all fax folders in the S-drive to ensure correct document distribution.
Review of HIM database to ensure all proper handling of mail outs performed by HIM team.
Review and audit of message logs for all teams to ensure agents are following department protocols related to messaging and corresponding in a timely manner.
Review of scanned items to ensure accuracy by HIM and referral team agents.
Monitoring and auditing of the S-drive to ensure duplicates removed and items are correctly named by HIM and Referral team agents.
Performs other duties and responsibilities as required or requested.
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead.
Minimum Qualifications
Associate’s degree in related area, four years of related customer service experience, or equivalency (one year of education can be substituted for two years of related work experience). Demonstrated human relation and effective communication skills also required.
Quality assurance experience in a customer service or health care environment may be required.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.
Preferences
Preferences
- In-depth knowledge of Pediatric Clinical Enterprise processes and workflows.
Applicants will be screened according to preferences
Type Benefited Staff
Special Instructions Summary
Additional Information
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.
All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/
Online reports may be submitted at oeo.utah.edu
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.