QUALITY IMPROVEMENT ANALYST
Universal Health Services, Inc., Nashville, TN, United States
Responsibilities
UHS National Call Center (a UHS company)
Our mission is to be the leader in evidence-based, integrated treatment for co-occurring mental health and substance use disorders through clinical services, education, and research. Our vision is to be the best at delivering effective, lasting treatment and to provide superb experiences across our continuum of care in all places.
This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly. This position is responsible to perform quality call reviews for assigned locations and will independently "score" calls measuring quality metrics on call center agents using a systemic random process. The overall call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center. Success in this role requires advanced Microsoft Office skills, strong analytical thinking, attention to detail, and clear communication.
Job Duties
Manages the call quality review systems which includes the review of daily, weekly, monthly, and yearly call center reports. Uses appropriate methods to filter, score, analyze data and communicating appropriately with the goal of improving overall quality and performance.
Gathers and provides managers with appropriate scorecard results and collaborate on ideas for improvement to reduce variances.
Collaborates with supervisor to prioritize business, information, and reporting needs necessary for projects and admission center functions.
Reviews any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center and provides recommendations where applicable.
Communicates regularly with sales managers to understand on metrics details and report errors and/or gaps in admissions documents.
Benefit Highlights
Challenging and rewarding work environment
Competitive Compensation & Generous Paid Time Off
Excellent Medical, Dental, Vision and Prescription Drug Plans
401(K) with company match and discounted stock plan
SoFi Student Loan Refinancing Program
Career development opportunities within UHS and its 300+ Subsidiaries!
Qualifications
Associate's degree required, Bachelor's preferred
1-3 years of experience required, 3-5 years preferred
Advanced Microsoft Office Suite
Strong analytical skills
Strong attention to detail
Excellent verbal and written communication
EEO Statement
All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
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UHS National Call Center (a UHS company)
Our mission is to be the leader in evidence-based, integrated treatment for co-occurring mental health and substance use disorders through clinical services, education, and research. Our vision is to be the best at delivering effective, lasting treatment and to provide superb experiences across our continuum of care in all places.
This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly. This position is responsible to perform quality call reviews for assigned locations and will independently "score" calls measuring quality metrics on call center agents using a systemic random process. The overall call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center. Success in this role requires advanced Microsoft Office skills, strong analytical thinking, attention to detail, and clear communication.
Job Duties
Manages the call quality review systems which includes the review of daily, weekly, monthly, and yearly call center reports. Uses appropriate methods to filter, score, analyze data and communicating appropriately with the goal of improving overall quality and performance.
Gathers and provides managers with appropriate scorecard results and collaborate on ideas for improvement to reduce variances.
Collaborates with supervisor to prioritize business, information, and reporting needs necessary for projects and admission center functions.
Reviews any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center and provides recommendations where applicable.
Communicates regularly with sales managers to understand on metrics details and report errors and/or gaps in admissions documents.
Benefit Highlights
Challenging and rewarding work environment
Competitive Compensation & Generous Paid Time Off
Excellent Medical, Dental, Vision and Prescription Drug Plans
401(K) with company match and discounted stock plan
SoFi Student Loan Refinancing Program
Career development opportunities within UHS and its 300+ Subsidiaries!
Qualifications
Associate's degree required, Bachelor's preferred
1-3 years of experience required, 3-5 years preferred
Advanced Microsoft Office Suite
Strong analytical skills
Strong attention to detail
Excellent verbal and written communication
EEO Statement
All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
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