Quality & Perf Metrics Sup 2-PAC Auth Administration- F/T Day Shift

Updated: Mar 2, 2024
Location: Orange
Job Type:
Department: PAC Auth Administration

UC Title: QLTY AND PERF METRICS SUPV 2

Position Number: 41061181

Reports to: QLTY AND PERF METRICS MGR 1

Working Title: Qlty and Per Metrics Supv 2

Cost Center: PAC Auth Administration (428574) 

Bargaining Unit: No Bargaining Unit

FLSA: Exempt

Date Created: 1/29/2024

Job Code: 007084

Hours: 40

Shift: Day Shift

FTE: 1

Position Summary: 

The Quality & Performance Supervisor provides direct supervision to the Quality & Performance Metrics Analyst team and oversight of the day-to-day operations. This individual functions as an advisor to the unit and administration and acts as a positive role model for staff and colleagues. In this role, the incumbent will analyze performance data and trends, assist in developing department goals and objectives, resolve problems, interpret policies, demonstrate solid subject matter knowledge, engage in performance improvement initiatives, and exercise good judgment within defined procedures and policies to determine appropriate action. As a respected leader, coaches and develops team members, monitors performance, and contributes to an environment that is engaging, balances the needs of the department and staff, and contributes to ongoing growth and development. Ensures accountability and stewardship of department resources in compliance with department goals and objectives.

Total Compensation

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our: 

Compensation practices (https://www.hr.uci.edu/partnership/totalrewards/compensation.php ) and 

Benefits (https://careersucirvine.ttcportals.com/pages/benefits ). 

Salary Range: 

Annual Rate  Minimum  $81,900.00                 Midpoint       $116,200.00             Maximum            $150,500.00

Required Qualifications:

Exceptional listening skills

Ability to establish and maintain effective working relationships across the Health System

Ability to maintain a work pace appropriate to the workload

Must demonstrate customer service skills appropriate to the job

Ability to apply sound judgment in ambiguous situations and effectively manage change

Knowledge of medical terminology

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Bachelor’s degree in related field and/or equivalent experience/training

Minimum 5 years of call center, medical practice, clinic or call center agent experience

Minimum 3 years’ experience analyzing performance data, error rates, root causes, and trends

Minimum 3 years of call monitoring experience

Strong analytical, problem solving, and critical thinking skills, with the ability to think strategically, analyze complex issues, and determine and apply effective solutions

Demonstrated ability to effectively supervise, coordinate, and prioritize the activities of subordinate staff, and to manage the complex workflow and multiple priorities involved with the quality and performance metrics analytics team

Excellent written and verbal English communications skills, with the ability to serve as an expert resource and convey information in a clear and concise manner

Strong computer skills including proficiency with MS Office, Word, Excel, and Power Point

Excellent planning, organization and time management skills

Minimum one year of leadership/supervisory call center or medical practice experience

Preferred Qualifications: 

Knowledge of UCI policies and procedures

Process improvement certification

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Legal Right to Work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php  

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming. 

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI’s Employee Experience Center (EEC) at [email protected] or at (949) 824-0500, Monday – Friday from 8:30 a.m. – 5:00 p.m.

Physical, Mental, & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

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