Call Center, Quality Assurance Specialist

UT Southwestern, one of the premier academic medical centers in the nation, integrates pioneering biomedical research with exceptional clinical care and education. The institution’s faculty includes many distinguished members, including six who have been awarded Nobel Prizes since 1985. The faculty of almost 2,800 is responsible for groundbreaking medical advances and is committed to translating science-driven research quickly to new clinical treatments. UT Southwestern physicians provide medical care in about 70 specialties to more than 100,000 hospitalized patients and oversee approximately 2.2 million outpatient visits a year.

The Patient & Physician Referrals team serves as the first interaction for new patients and referring providers. They are essential to setting the bar for UT Southwestern by providing an exceptional patient experience. The Quality Assurance (QA) Specialist will review calls completed by the agents and provide feedback to Supervisors and Trainers. The QA Specialist will utilize the score card to evaluate these calls and identify current quality and identify opportunities to improve the customer experience.

Experience and Education

Associate's degree or equivalent in health or science discipline, and three (3) years of clinical experience with at least two (2) years in quality assurance, infection control, or risk management.

Job Duties

1. Produce daily quality assessment and quality assurance reports and information, including but not limited to, areas of licensure and accreditation from federal agencies and peer review organizations. Assists in the review and reporting of all adverse occurrences, which may be either patient, donor, recipient, or employee related. Collects, maintains, and organizes all relevant data that documents function and status of quality management processes or programs.
2. Assists administrative and technical personnel in developing, organizing, and evaluating quality management program goals and objectives.
3. Identifies and investigates with defined parameters; documents and reports all adverse occurrences and potential problems in conjunction with Quality Assurance Coordinator, Director and/or Medical Director.
4. Submits data trends and outcome assessments; assists in developing new measures as appropriate.
5. Organizes data gathering and prepares data reports.
6. Handles sensitive issues and medical/social information in professional and confidential manner from liability standpoint.

**Other Duties: Performs other duties as assigned.

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of: race; color; religion; national origin; sex; including sexual harassment; age; disability; genetic information; citizenship