Quality Assurance Analyst- Patient Access Center- F/T Day Shift at Careers
Job Description & Salary RangeUC Title: Senior Administrative AnalystPosition Number: 10007975Reports to: Dir,Ambulatory Support ServiceWorking Title: Quality Assurance AnalystCost Center: Patient Access Center (8571)Bargaining Unit: NoneFLSA: ExemptJob Code: 7242Date Created: 07/03/2019Shift: Day ShiftHours: 40.00
Position Summary: Incumbent plans, coordinates and implements the Call Center/Central Authorization or Referral Center quality assurance program. Responsible for quality improvement monitoring in conjunction with training call center associates on process improvement. Designs and develops call monitoring formats and quality standards. Compiles and tracks performance; provides trend analyses to management team. Responsible for comprehensive development of quality reports of monitored calls and processes.
Rate Minimum $57,400.00 Maximum $97,300.00
Required Qualifications: Ability to maintain a work pace appropriate to the workloadBachelor Degree in related field or equivalent education and experienceDemonstrated ability to work effectively in a team environmentExcellent organizational skillsExcellent written and verbal communication skills in EnglishExceptional listening skillsKnowledge of medical terminologyMinimum four years' call center, medical practice, clinic or call center agent experienceMinimum two years' call monitoring experienceMulti-tasking, time management and prioritization skillsMust demonstrate customer service skills appropriate to the jobMust possess the skill, knowledge and ability essential to the successful performance of assigned dutiesProficient in Microsoft Office (Excel, Word, PowerPoint, etc.)Strong knowledge of customer care processes and techniques
Preferred Qualifications: Experience working in quality or process improvement, project management skillsKnowledge of UCI policies and proceduresMinimum one year of leadership/supervisory call center or medical practice experienceProcess improvement certification
Physical, Mental & Environmental Demands:To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Since 1965, the University of California, Irvine has combined the strengths of a major research university with the bounty of an incomparable Southern California location. UCI's unyielding commitment to rigorous academics, cutting-edge research, and leadership and character development makes the campus a driving force for innovation and discovery that serves our local, national and global communities.