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Analyst, QA Customer Care

200 Jefferson Park, Whippany, NJ 07981, USA Req #2589
Monday, January 3, 2022
ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com

Job Description

The Quality Assurance, Customer Care Analyst reports to the Operations, Manager, Customer Care (Operations, Director) and is responsible for collecting and analyzing data collected from various resources. Primary data will be collected from incoming evaluations that are completed by Operations Quality Assurance Associates. The QA Analyst will identify trends and opportunities for both program and agent performance and will communicate/present to CRx key stakeholders and clients. The QA Analyst will drive action-oriented solutions to all CRx cross-functional team members. The recommended solutions will be based on best practices within the industry and include the voice of the customer (VOC), and support data visualization tools with appropriate statistical methodologies. Additional functions will include acting as a mentor for the department by assisting with the training of new hires, participate in peer-to-peer coaching of Operations Quality Associates, recommend and lead process improvement projects, as well as lead cross-functional teams to facilitate program quality with both external and internal stakeholders.
 

What you will do:

  • Performs data analysis on data collected by Quality Associates to look for trends, insights, and areas of opportunity within programs and agent performance. Creates slide decks and presents these documents to internal and external stakeholders alongside Operations Quality Assurance leadership. Uses the data to recommend process improvement opportunities and lead teams to action-oriented results
  • Participates in meetings with Operations leadership and/or Clients to discuss program(s) Quality scores and areas of opportunity. Communicates identified trends, quality risks, and serve as a resource regarding quality concerns and continues monitoring for improvement opportunities.
  • Provides feedback to Operations Leadership and Operations Agents during coaching sessions, utilizing structured coaching methods. Explores Process improvement opportunities, initiatives, and remediation. Coaches Operations Quality Associates as needed with peer-to-peer coaching; train new department hires and operation agents on program business rules and processes.
  • Completes evaluations on work completed by Operations agents to ensure that documented business rules, SOPs, WINs, etc. are adhered to during operational transactions, relevant compliance standards are met, while ensuring that all transactions support the goal of a CRx values to provide exceptional customer service for patients, healthcare providers, and customers.
  • Performs the documentation and maintenance of policies, procedures, monitoring/interaction templates and standard operating procedures to ensure they are up-to-date and patient interaction standards are clearly measurable and all ensures consistency in practice.

What we need from you:

  • Associate Degree or equivalent years of experience required.
  • 2-5 years of process improvement and trained in the use of the statistical tools/reporting. 1 to 3 years in a quality assurance or quality auditing role preferably in a call center, claim operations, pharmacy hub, or similar environments.
  • Acts as a Quality Assurance Analyst Subject Matter Expert. Solid working knowledge of quality- oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution.
  • Strong background in the identification and execution of process improvement opportunities and initiatives.
  • Health Care Experience specifically claim processing, contact center, benefit verification, case management, and/or similar industry experience is required. Call Center &/or Claim Processing experience is a plus.
  • Strong understanding of all Microsoft Office Products (Excel, Word, PowerPoint, etc..).
  • Very strong verbal and written communication skills to enable relationships across all levels of the organization.
  • Fluent in English. Spanish a plus.
  • Knowledgeable, responsible, and self-driven to drive excellent customer service and strong patient outcomes.
  • Must have an extreme sense of patient/customer empathy- customer centric.
Equal Opportunity Employer:  This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

Other details

  • Job Family Indv. Contr
  • Pay Type Salary
Location on Google Maps
  • 200 Jefferson Park, Whippany, NJ 07981, USA