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, Sitting, Speaking, Standing, Walking Multi-lingual Candidates Welcomed To inquire about this posting, email: careershsc.utah.edu EEO Statement University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are 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. University of Utah Health Hospitals and Clinics, a part of 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, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. 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:www.utah.edu/nondiscrimination/ Online reports may be submitted atoeo.utah.edu/ 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 Hospitals and Clinics Human Resources at (801) 581-6500 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 Hospitals and Clinics Human Resources at (801) 581-6500 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. Requisition Number 69854 Reg/Temp Regular Employment Type Full-Time Shift Day Work Schedule Wed-Sat 10am-8pm Clinical/Non-Clinical Status Non-Clinical Location Name Huntsman Mental Health Institute (HMHI) Workplace Set Up On-site City SALT LAKE CITY State UT Department HMH ENT 93F CRISIS LINE Category Regulatory and Quality Workplace Set Up On-site