Manager, Quality & Customer Experience

Exemption Status

United States of America (Exempt)

$81,581 - $110,136 - $138,690

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Summary

The Manager, Quality and Customer Experience, is responsible for overseeing quality auditing for calls, prior authorizations, and Direct Member Reimbursements (DMR) and the customer voice experience, including IVR design and performance. This role leads the quality audit program across multiple contact centers, partners cross‑functionally to improve customer interactions, and serves as the business owner for IVR experience strategy. The position combines hands‑on people leadership with program ownership.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Contact Center Quality Audits

• Own and manage the contact center quality audit program across two contact centers and multiple sites.
• Establish and maintain quality standards, scoring methodologies, and calibration practices for calls, prior authorizations, and DMRs.
• Lead calibration sessions to ensure scoring consistency and fairness across teams and locations.
• Identify systemic call quality trends and root causes; distinguish agent performance issues from process, policy, or system design issues.
• Ensure quality results are positioned as tools for performance improvement and experience enhancement, not solely compliance.
• Support contact center integration efforts by helping align quality practices across centers.
• Evaluate and trend caller survey responses.

Interactive Voice Response

• Serve as business owner for IVR design and strategy, including call flow logic, menu structure, containment strategy, and routing decisions.
• Maintain documentation related to call flow design and architecture.
• Partner with IT and vendors to prioritize, design, test, and implement IVR enhancements and changes.
• Evaluate IVR performance using customer experience, operational, and quality insights and recommend improvements.
• Ensure alignment between IVR intent design and downstream agent handling expectations.
• Serve as business lead for any future IVR upgrade or replacement projects including responsibility for communicating business requirements and coordinating testing.

People Leadership

• Directly supervise Performance Improvement Coordinators.
• Set priorities, manage workloads, and balance audit coverage across contact centers.
• Coach and develop team members to ensure consistent evaluation practices and strong analytical judgment.
• Provide performance feedback and conduct formal performance management activities.

Cross‑Functional Partnership & Influence

• Partner closely with:
• Contact Center Operations leadership
• Business Analytics / Reporting
• IT and vendor teams
• Serve as the primary point of contact for quality and IVR experience discussions with operational leaders.
• Influence without direct authority to drive experience improvements across functions.

Represent Customer Experience Quality and Voice Channel considerations in planning and decision‑making forums.

Reporting, Insights & Continuous Improvement

• Translate quality and IVR insights into clear, actionable recommendations for leadership.
• Partner with Business Analysts to ensure reporting accurately reflects quality and customer experience drivers.
• Monitor trends related to call drivers, call quality, and IVR call containment.

Identify opportunities to reduce customer friction, improve first‑contact resolution, and enhance overall experience.

Supervisory Responsibilities

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

BS/BA degree or equivalent plus 5+ years of experience; 1 year of SME in respective area(s); and 3+ years of supervisory experience; 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement.

Computer Skills

• High level of proficiency with Microsoft Office products (Excel, Word, PowerPoint, and Visio).
• Proficient with using a variety of reporting tools (Power BI, Cognos, etc.)
• Strong aptitude for new systems and applications.
• Familiarity with contact center systems preferred (Call recording, ACD systems, etc.)
• Familiarity with MedImpact systems a plus (MedAccess, MedResponse, Calabrio, etc.)
• Ability to create complex documents, manage schedules and analyze data.

Other Skills And Abilities

• Familiarity with Contact Center technologies (CUIC, Calabrio, IVRs, etc.)
• Understanding of the software development lifecycle.
• Ability to effectively balance a high volume of work; detailed oriented and organized.
• Ability to appropriately schedule and prioritize multiple projects to ensure timely and effective delivery
• Excellent problem resolution, judgment and decision-making skills.
• Must be flexible and capable of juggling multiple priorities with a willingness to do what it takes to meet critical deadlines.
• Excellent communication (written and verbal) as well as strong interpersonal skills to effectively facilitate meetings and work in a team environment.
• Excellent written and verbal communications skills with emphasis on translating non-technical concepts to technical audiences and vice versa. Outstanding numeric, verbal, written, presentation, logic, and analytical skills.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Mathematical Skills

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Building Effective Teams

Decision Quality

Informing

Confronting Direct Reports

Delegation

Organizational Agility

Customer Focus

Drive for Results

Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at either the Tempe, AZ or Plymouth, MI office for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, at weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires domestic travel of up to 10% of the time.

The Perks

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

Osha/Ada

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.