Job Information

University of Utah Quality Assurance Analyst in Salt Lake City, Utah

Open Date 06/10/2021

Requisition Number PRN26477B

Job Title PS Quality Assurance Analyst

Working Title Quality Assurance Analyst

Job Grade D

FLSA Code Nonexempt

Patient Sensitive Job Code? Yes

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

Monday – Friday, 8:00 a.m. – 5:00 p.m.

VP Area U of U Health - Academics

Department 01101 - Pediatric Clinical Enterprise

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $15.19 to $24.85

Close Date

Open Until Filled Yes

Job Summary

The Clinical Enterprise-Scheduling Team in the Department of Pediatrics at the University of Utah School of Medicine has an immediate opening for a Quality Assurance Analyst. The Quality Assurance Analyst is responsible for monitoring and evaluating incoming and/or outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the department. The Quality Assurance Analyst also ensures that representatives are handling calls in the most efficient and effective manner, while providing an exceptional customer/patient experience. Scheduling QA supports Template team, Referral team, Health Information team, as well as the Centralized Scheduling teams.

The University of Utah offers a competitive salary commensurate with experience, opportunities for growth and advancement, and a comprehensive benefits package including excellent health care options, a wellness program, 14.2% retirement contributions that vest immediately, and generous paid leave time. Mutual respect and appreciation are highly valued within the Department of Pediatrics. Current benefits information is available at .

This position is considered Category I: Mandatory and required on campus or health care facilities to support on-site operations. Employees hired into this category will be required to be physically located in-office if they are healthy and without COVID -19 symptoms.


1.Maintain confidentiality of all agent evaluations, observations and issues.

2.Must be non-biased when performing agent evaluations/observations.

3.Evaluates call handling remotely via real time services, observes features and recorded voice and screen capture applications.

4.Evaluates call handling while performing chair-side or silent remote listening of inbound/outbound phone calls.

5.Track, analyze and report to leadership qualitative (examples of call recordings, etc.) and quantitative (scores from evaluation forms, etc.) feedback for all agents, identify coaching opportunities and trending issues.

6.Research, analyze and provide feedback to the department manager on call handling complaints.

7.Provides feedback to assist in the creation of performance improvement goals and the development of training programs.

8.Leads calibration meetings to ensure consistency in call evaluations as well as confirming that quality assurance goals are met.

9.Provides input on problem identification and resolution and continuous quality improvement.

10.Works collaboratively with the department manager in supporting departmental project needs.

11.Remains current on policies and procedures for all operations.

12.Assists in providing coaching to agents when requested to help facilitate a better understanding of policies/protocols.

13.Assist in new-hire onboarding process by reviewing phone etiquette, call flow/scripting, purpose of quality audits and scoring criteria for call observations prior to agents starting on phones.

14.Monitoring the Incident Reporting Tool. This includes review of all issues related to scheduling, HIM , referral, and template teams as well as the entries related to “other”. Escalation to agent, lead, and/or supervisor as applicable and follow up of issue until resolution is required.

15.Responsible for handling updates to internal wiki pages to ensure up-to-date information is available for all agents.

16.Supports Clinical Enterprise with standard work responsibilities where/when needed.

17.Issue Patient Impact Forms when necessary for agents.

18.Review and audit of uploaded dictations to ensure accuracy.

19.Review and audit of all fax folders in the S-drive to ensure correct document distribution.

20.Review of HIM database to ensure all proper handling of mail outs performed by HIM team.

21.Review and audit of message logs for all teams to ensure agents are following department protocols related to messaging and corresponding in a timely manner.

22.Review of scanned items to ensure accuracy by HIM and referral team agents.

23.Monitoring and auditing of the S-drive to ensure duplicates removed and items are correctly named by HIM and Referral team agents.

24.Performs other duties and responsibilities as required or requested.


This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Associate’s degree in related area, four years of related customer service experience, or equivalency. Demonstrated human relation and effective communication skills also required.

Quality assurance experience in a customer service or health care environment may be required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.


In depth knowledge of Pediatric Clinical Enterprise processes and workflows.

Applicants will be screened according to preferences.

Type Benefited Staff

Special Instructions Summary

Additional Information

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.

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 or 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:

Director/ Title IX Coordinator

Office of Equal Opportunity and Affirmative Action ( OEO /AA)

135 Park Building

Salt Lake City, UT 84112


Online reports may be submitted at

For more information:

To inquire about this posting, ( or call 801-581-2300.

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 Human Resources at (801) 581-7447 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 University Human Resource Management at (801) 581-7447 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.