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UnityPoint Health Quality Reviewer- DSM, Cedar Rapids, Peoria, Sioux City - RN Call Center in Sioux City, Iowa

Quality Reviewer- RN Call Center

Can sit in DSM, CR, SC, or Peoria

Monday Friday, 8 Hours/wk, HOURS VERY FLEXIBLE

Part- Time, No Benefits

The Quality Reviewer will be responsible for reviewing, planning, educating and analyzing the various components of quality assessment and performance improvement across all roles for the services provided by the call center. Will work closely with leaders and staff members to implement consistent and comprehensive quality review programs to ensure high levels of quality performance and satisfaction.


  • Performs quality review of service encounters to ensure achievement of quality and customer service goals, and adherence to the policies and procedures of the call center. This may include service observing, review of documentation and call recordings and other quality review tools.

  • Delivers programs offered by UnityPoint Health in an accurate and timely manner up to 50% of time including but not limited to triage, post discharge calls, provider after hour calls, provider and service referral, health education, Rx renewal and special projects as needed.

  • Responsible for communicating and documenting results of quality review and analysis to staff and leaders.

  • Delivers constructive coaching sessions with confidence and in a professional, timely, clear and effective manner.

  • Be self-directed and proactive in identifying needs for developing and implementing programs or performance improvement activities.

  • Provides feedback to assist in the creation of performance improvement goals and the development of training programs.

  • Participates in quality assurance and risk mitigation activities as assigned.

  • Ability to effectively present information one on one and in groups.

  • Must be able to work independently, appropriately prioritize work activities and use time efficiently to ensure duties are completed per policy and protocol.

  • Must be able to demonstrate and promote a positive team-oriented environment.

  • Must be able to work well under pressure and or stressful conditions.

  • Must possess the ability to manage change, delays, or unexpected events appropriately.

Strategic Planning

  • Assists in the development of policy/procedure and guidelines for safe, efficient operation of the department.

  • Recommends short and long term strategies to meet the call center goals for service and clinical support. Assists with the achievement of objectives and necessary modifications for attainment of goals.


  • Exhibits discretion and sound judgement in all aspects of the job.

  • Represents UnityPoint Clinics in a professional manner. Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel.

  • Creates an environment that promotes staff empowerment.

  • Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer

  • Demonstrates the ability to be fair and impartial while maintaining a professional relationship.

  • Communicate with leadership team regularly to review service issues and opportunities for improvement to ensure the delivery of high quality service to all internal and external customers.

  • Responsible for creating a culture of collaboration innovation, learning, teamwork and professional practice, consistent with the mission, vision and values of UPH.

Minimum Requirements

Identify items that are minimally required to perform the essential functions of this position.

Preferred or Specialized

Not required to perform the essential functions of the position.


Clinical quality reviewer will be a graduate of an accredited program for Registered Nurses



3 years clinical nursing experience providing direct patient care or equivalent work experience

Previous experience in quality review or quality improvement.

Requisition ID: 2020-85601

Street: 4280 Sergeant Rd

Name: 9200 UnityPoint Clinic Affiliate

FTE (Numeric Only; Ex. 0.01): 0.2

FLSA Status: Non-Exempt

Scheduled Hours/Shift: Monday- Friday, 8 Hours/ WK- FLEXIBLE HOURS

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