"Quality & Perf Analyst 3- PAC Auth Administration- FT Day Shift"

Who We Are

UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. UCI Health is comprised of its main campus, UCI Medical Center, a 459-bed, acute care hospital in Orange, Calif., four hospitals and affiliated physicians of the UCI Health Community Network in Orange and Los Angeles counties and ambulatory care centers across the region. Listed among America's Best Hospitals by U.S. News & World Report for 23 consecutive years, UCI Medical Center provides tertiary and quaternary care and is home to Orange County's only National Cancer Institute-designated comprehensive cancer center, high-risk perinatal/neonatal program and American College of Surgeons-verified Level I adult and Level II pediatric trauma center, gold level 1 geriatric emergency department and regional burn center. UCI Health serves a region of nearly 4 million people in Orange County, western Riverside County and southeast Los Angeles County.

To learn more about UCI Health, visit www.ucihealth.org.

Position Summary:

Incumbent plans, coordinates and implements the Patient Access Center (PAC), Central Authorization Unit (CAU)/ Referral Center quality assurance program. Responsible for quality improvement monitoring in conjunction with the development, coordination, facilitation and delivery of high quality department training programs. Designs and develops call monitoring formats, quality standards and training programs. Compiles and tracks performance; provides trend analyses to management team. Responsible for comprehensive development of quality reports of monitored calls and processes.

What It Takes to be Successful

Required Qualifications:

• Strong knowledge of customer care processes and techniques
• Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)
• Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
• Must demonstrate customer service skills appropriate to the job
• Multi-tasking, time management and prioritization skills
• Minimum two years' call monitoring experience
• Minimum four years' call center, medical practice, clinic or call center agent experience
• Knowledge of medical terminology
• Exceptional listening skills
• Excellent written and verbal communication skills in English
• Excellent organizational skills
• Demonstrated ability to work effectively in a team environment
• Bachelor Degree in related field or equivalent education and experience
• Ability to maintain a work pace appropriate to the workload

Preferred Qualifications:

• Process improvement certification
• Minimum one year of leadership/supervisory call center or medical practice experience
• Knowledge of UCI policies and procedures
• Experience working in quality or process improvement, project management skills