Quality Improvement Analyst

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.

Position Summary: This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. The role is responsible for gathering and distributing reports on a daily and monthly basis, including aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly.

The position also performs quality call reviews for assigned locations and will independently “score” calls measuring quality metrics on call center agents using a systematic random process. Over the call quality metrics are 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.

• 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 communicate appropriately with the goal of improving overall quality and performance.
• Gathers and provides managers with appropriate scorecard results and collaborates 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 metrics details and report errors and/or gaps in admissions documents.

• 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!

• 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

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.