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Support Services Quality Specialist - Administrative Office Building at University of Wisconsin Medical Foundation

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time
Location: Madison, Wisconsin

Job Description:

Join the #1 hospital in Wisconsin!

We are seeking a Support Services Quality Specialist to:

  • Work closely will operational leaders and the Revenue Cycle training team to ensure that our patient’s receive the best financial experience.  You’ll focus on improving the accuracy and productivity of all Revenue Cycle systems and will help identify and advise management on quality improvement opportunities.

  • Monitor and improve standards for in-bound and out-bound calls with patients, registration accuracy metrics, customer service standards, system navigation efficiency and patient account integrity.

  • Creation and maintenance of quality assessment tools, ongoing assessment of the quality of phone calls handled by department staff, monitor for quality of the patient experience, accuracy of documentation, and efficiency in work execution.


Minimum – High School Diploma or equivalent

Preferred – Bachelor’s degree in healthcare, education, or business administration

Work Experience:

Minimum -

  • Two (2) years of progressive billing, registration, scheduling, telephone, or contact center service experience.

Preferred –

  • Two (2) - Four (4) years’ experience in a healthcare setting.

  • Experience with quality improvement projects.

Required Skills, Knowledge, and Abilities:

  • Proven/demonstrated skills in billing and/or registration software, preferably Epic

  • Extensive knowledge of billing and/or registration workflows

  • Extensive experience in telephone service

  • Strong and effective verbal and written communication skills

  • Excellent analytical skills

  • Excellent interpersonal skills

  • Attention to detail

  • Ability to work independently

  • Ability to exercise good judgment

  • Ability to be a positive motivator, even when addressing challenges

  • Adhere and uphold the UW Health Way Respect for People commitments.

  • Adhere and uphold the UW Health Mission, Vision, and Values, and UW Health Service and Performance Standards.

Physical Requirements:

Sedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools.  Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties.  Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.

Our Commitment to Diversity, Equity, and Inclusion

UW Health is committed to being a diverse, equitable, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged.  EOE, including disability/veterans.

Work Schedule: Full-time, 40 hours per week.  Scheduled hours will be Monday - Friday from 8:00 am - 5:00 pm.  Remote work options available and will be discussed during interivew.  Hours may vary based on the operational needs of the department.  

UW Health Administrative Facilities - UW Health has administrative locations throughout Madison and beyond where thousands of employees provide vital support to our clinical areas. These locations are home to departments such as Access Services, Compliance, Human Resources, Information Services, Patient Medical Records, Payroll and many others.

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