Quality Performance Auditor

#CA-SS

Under the direction of Patient Contact Center administration, the Quality Performance Auditor will perform routine audits on inbound and outbound contacts, score contacts according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for the Patient Contact Center, centered on advancing and elevating patient access and customer service. The incumbent is responsible for the monitoring of employee performance through the review of assigned contacts and reports and tasked with identifying opportunities for improvement .and developing quality improvement plans for the service area. The position will work closely with other key members the PCC and Ambulatory Care Operations, to drive results on areas of focus for improvement, and to provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for the Patient Contact Center.

Apply By Date March 9, 2026 at 11:59PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Bachelor's degree in a related field or equivalent work experience
• Minimum 2 years of customer service experience and clinic (outpatient) experience or in a hospital setting (accepted in lieu of Bachelor's degree in related field).
• Skill in reviewing information, problems, situations, practices, and procedures to recognize alternatives and provide solutions.
• Knowledge to problem-solve with other members of the Patient Contact Center team and to effect change toward improvement of services.
• Skill in speaking clearly and using appropriate grammar.
• Must have pleasant and courteous telephone voice and manners.
• Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
• Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
• Possesses strong customer service skills to promote pleasant and effective interactions with patients, staff, and doctors.
• Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment.
• Skill to organize workflow to accomplish established objectives.
• Ability to establish cooperative working relationships with administrators, physicians, peers, and the public.
• Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
• Strong auditing skills, ability to parse complex data sets and identify trends.
• Typing skills of at least 45 WPM to prepare forms and correspondence with speed and accuracy.
• General knowledge of medical procedures and terminology.
• Strong organization, multi-tasking, planning, and time management skills.
• Highly committed to superior customer service.
• Exceptional listening and analytical skills.
• System savvy, particularly with automated data collection and reporting.
• Excellent verbal, written, and professional communication skills.
• Supports and participates with all required compliance standards that may be departmental specific and for identified by the organizations including in-service training, acceptable attendance, uniform, and dress code.
• Adheres to HIPAA requirements and maintains confidentiality of all data, including patient, employee, and operations information.
• Supports and participates in a collaborative team-oriented environment - cooperates and works together with all co-workers, plans and completes job duties, uses appropriate communications in sensitive and emotional situations and follows up as appropriate regarding reported complaints, problems, and concerns.
• Completes all required compliance standards that may be department specific and/or identified by the organization.
• Adheres to the Attendance Standards Policy JD 2925

Preferred Qualifications

• Bachelor's degree in a related field.
• 5 years or more of clinical setting experience
• Lean Six Sigma
• Process Improvement Experience
• Project Management Experience
• Microsoft Office - Advanced

Key Responsibilities

• 50% - QUALITY ASSURANCE
• 30% - QUALITY IMPROVEMENT
• 20% - TRACKING & REPORTING

Department Overview

Under the direction of Patient Contact Center administration and as part of the Service & Quality team, the incumbent supports the day-to-day operations of the Patient Contact Center by providing support to the Medical Office Services Coordinators in handling service issues and complaints. Works closely with clinic and PCC management teams to ensure prompt resolution of all issues, and to identify opportunities for improvement in level of service provided

POSITION INFORMATION

• Salary or Pay Range: $31.85 - $39.63
• Salary Frequency: Hourly
• Salary Grade: 267
• UC Job Title: MED OFC SVC CRD 4
• UC Job Code: 009216
• Number of Positions: 2
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): 8am-5pm
• Location: Patient Contact Center (HSP166) - Rancho Cordova, CA
• Union Representation: EX-Patient Care Technical
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Continuous 6 to 8+ Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks