Quality & Perf Analyst 3- Patient Access Center- F/T Day Shift - 25359-1A

Updated: Oct 14, 2021
Location: Orange
Job Type:
Department: Patient Access Center

Job Description:



Position Number: 40309031


Working Title: Quality & Perf Analyst 3

Cost Center: Patient Access Center (428571)

Bargaining Unit: No Bargaining Unit

FLSA: Exempt

Date Created: 8/19/2020

Job Code: 007727

Hours: 40

Shift: Day Shift

FTE: 1


Position Summary: 

Incumbent plans, coordinates and implements the call 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.


Salary Range:


Annual Rate  Minimum  $59,200.00                           Midpoint               $86,700.00                           Maximum             $114,200.00




Required Qualifications:



Bachelor Degree in related field or equivalent education and experience

Exceptional listening skills

Ability to maintain a work pace appropriate to the workload

Must demonstrate customer service skills appropriate to the job

Excellent written and verbal communication skills in English

Excellent organizational skills

Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)

Knowledge of medical terminology

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Demonstrated ability to work effectively in a team environment

Minimum two years’ call monitoring experience

Minimum four years’ call center, medical practice, clinic or call center agent experience

Strong knowledge of customer care processes and techniques

Multi-tasking, time management and prioritization skills


Preferred Qualifications:

Knowledge of UCI policies and procedures

Process improvement certification

Experience working in quality or process improvement, project management skills

Minimum one year of leadership/supervisory call center or medical practice experience


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.

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