Quality Assurance Analyst - Utah Crisis Line

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for monitoring and evaluating incoming and/or outgoing calls to measure compliance to department policies and procedures. Ensures representatives are handling calls in the most efficient and effective manner, while providing an exceptional patient experience.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

• Reviews and provides feedback to department manager on call handling complaints.
• Evaluates call handling remotely via real time services, observe features and recorded voice, and screen capture applications.
• Works collaboratively with supervisor and manager in supporting departmental project needs.
• Tracks quality and compliance trends, and identifies opportunities for improvement.
• Leads department sessions to ensure consistency in call evaluation.
• Assists with SOP creating, revision and review.
• Attends and presents in department quality meetings, providing input on problem identification and resolution and continuous quality improvement.
• May assist with access database creating, changes, data entry, queries and trend analysis.
• May assist with developing and writing quality forms.
• May train and provide direction to staff on quality related data and process issues.
• May coordinate scheduling awareness workshops to ensure department knowledge and correct scheduling procedures.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Experience in identifying and developing quality improvement methods.

• Excellent customer service skills.

• Excellent written and verbal communication skills.

• Demonstrated analytical skills with attention to detail.

• Demonstrated time management skills.

• Knowledge of scheduling, messaging, operator, and/or clinical call flows.

Qualifications

Qualifications

Required

• Two years of experience in communications, customer service, or a related medical field, or educational equivalency.

Qualifications (Preferred)

Preferred

• Bachelor's degree in Business Communication, or a related field or equivalency.
• Quality Assurance experience in a customer service environment.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Manual Dexterity, Near Vision, Speaking