Quality & Reporting Manager
This position will function as the Qual & Op Improv Engineer for the UI Patient Access Center (UI PAC) including support for the Integrated Call Center (ICC) and the Admission Transfer Center (ATC). The position will be responsible for the quality assurance processes and compliance functions for those groups. This position will develop and approve quality assurance program practices. The position will lead, and coordinate data mining and analysis activities related to patient access, telephony systems, throughput and patient satisfaction for the groups indicated previously. This staff member will provide data and reports to the University of Iowa Physicians (UIP), UI Hospital Leadership, Clinic Leadership, Frontline Supervisors, and the UI PAC leadership to improve the quality of service provided to our patients. This position will have direct management and supervision over a team of quality analysts. In addition, this position will perform other duties outlined below and as assigned.
Responsibilities:
- Provide functional and administrative supervision over quality assurance and reporting team members including hiring, scheduling and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
- Hire, develop, and manage the performance of staff. Sit on search committees for open positions and have input on hiring decisions.
- Provide ongoing communication with your team to motivate, develop, and guide members to promote strong engagement.
- Provide direction, assignments, feedback, coaching and counseling to assure outcomes are achieved.
- Self-Development: Demonstrate a continuous learning approach to work, participate in organizational and departmental meetings, seek and share expertise on best practices, and develop knowledge and skills through collaboration.
- Develop, implement, and maintain quality and reporting program measurements to support the department’s core business.
- Provide subject matter expertise in support of strategic initiatives. Work with areas to identify problems through the use of metrics associated with Key Performance Indicators.
- Maintain patient appointment reminder processes and quality assurance for these processes.
- Strategically employ use of lean principles throughout role to guide optimal practices.
- Apply data analysis using different data source tools such as Tableau, Hedi, Clarity, Microsoft Office tools, Telephony Systems, EPIC, and other healthcare applications.
- Design, implement, interpret, and manage reporting to support daily Patient Access Center operations to improve processes, performance and outcomes.
- Develop and analyze discrete event simulation models to recommend potential business improvements prior to implementation.
- Collaborate with operations managers to establish and maintain meaningful performance measurement systems aligned with organizational objectives.
- Develop, implement, and maintain routine and non-routine department/clinic reports that provide senior leadership with an appropriate analytical understanding of key operations.
- Implement and maintain quality assurance measurements including overseeing call recording solutions and the telephony management system while guiding staff through best practices.
- Perform quality management audits and administer a risk management program.
- Assure compliance with evidence-based quality assurance practices.
- Identify and outline any trends, resulting implications, key actions, and strategic implications to leadership.
- Develop and execute improved processes to allow for routine analytical reviews of financial and operational performance.
- Oversees quality assurance and performance to support scheduling staff and other teams in UI PAC/ICC/ATC.
- Lead, manage, and coordinate projects across multiple teams. Provide project status updates to stakeholders and process owners.
- Perform project management using lean tools to evaluate processes or performance improvement projects for optimization.
- Is accountable to ensure projects are managed through entire life cycle within approved scope, schedule, and budget.
- Collaboratively develop and/or approve training programs which ensure an understanding of quality assurance practice across all staff within the department.
- Communicate with leadership regarding process improvement opportunities and results.
- Assure staff are compliant with UI policies and procedures.
- Develop and manage policies and practices that supports staff engagement.
- Perform human resource functions for direct reports, including interviewing, selection, training, performance evaluation, salary determination, promotion and disciplinary action.
- Coach and mentor team member(s) to develop staff professional and technical skills and to support succession planning.
Required Qualifications:
- A bachelor's degree or an equivalent combination of education and experience is required.
- 5+ years admistrative experience is required.
- Proficiency in computer spreadsheet and database applications and data analysis.
- Proficiency in reporting data analysis using different data source tools such as, but not limited to, Tableau, Hedi, Clarity, Microsoft Office tools, Telephony Systems, EPIC and other internal healthcare applications.
- Strong analytical skills to identify opportunities for operational improvement and implementing effective changes.
- Experience with project management. Experience with simultaneously managing and leading multiple programs and projects.
- Excellent written, verbal, and interpersonal skills. Experience with presentations and public speaking.
- Commitment to customer and employee satisfaction and cultural diversity, equity and inclusive engagement.
- Demonstrated commitment to coaching, mentoring and leading in a busy and diverse workplace.
- Ability to be self-directed and demonstrate excellent judgement in prioritizing multiple tasks, projects, and assignments.
- Experience with directly supervising employees is desired.
- Report writing experience and a foundational understanding of building reports in collaboration with customers and inclusion of outcomes measures which meet business needs.
- Knowledge of UI Health Care policies, procedures, and regulations.
- Experience and proficiency in electronic medical records is desired.
- Experience with lean concepts, use of related tools and implementing lean principles.
- Experience providing focused training in large and small group settings.
- Quality Assurance Experience is desired.
Benefits | University Human Resources - The University of Iowa (uiowa.edu)
Salary: $51,012 - 108,208 yearly