Call Center- Quality Analyst

Job Description

Job Description

Job Specifications:
-  Job Type: Full-time
-  Company: Innovative Medicine
-  Locations: Pittsburgh, PA- must live within 1.5 hours from location
-  Pay Rate: $30.00
-  Shift: 8am – 8pm EST

Purpose:
The call center Quality Analyst will play a critical role in ensuring the program team provides the highest levels of patient experiences during interactions. This role also will monitor program activities / interactions to ensure compliance with all operating procedures including adverse event reporting, execute random and scheduled internal audits, facilitate various process and patient experience improvement initiatives, and evaluate ongoing effectiveness. The Quality Analyst will assist with contact center interaction monitoring, reviewing program performance, and working closely with the Operations Supervisors and program leadership to identify trends to achieve high patient experience results and optimal outcomes. This role will also be responsible, along with program leadership, for managing ad-hoc projects, with a focus on creating tools, resources and training that enhance accuracy, productivity, and overall performance of the program.

Responsibilities:
• Monitor contact center interactions to provide objective scoring, calibration, and evaluation of recorded inbound calls, outbound calls, other interactions, and corresponding documentation to ensure that high patient experience standards are met. • Work independently to set program expectations relating to high levels of patient experience and compliance. • Ensure patient experience and quality measures are maintained by supporting the leadership and compliance teams in implementation of recommendations, keeping in mind adherence with documented current business rules, SOP’s and Work Instructions. • Monitor adverse event compliance within the program SOPs, Work Instructions, completion time, and ensure adherence to patient experience and reporting expectations. • Review, analyze, and follow-up on team processes to ensure all actions and tasks are compliant with program SOPs, Work Instructions and update as appropriate. Make recommendations to accomplish adverse event submission with the utmost efficiency. • In collaboration with the program leadership team, training, initial certification and maintaining records of annual trainings and recertification of Adverse Events, updates and revisions to business, regulatory and compliance rules, and any operational changes related to program patient experience monitoring. • Collaborate with the operations management to support provide timely coaching opportunities and assess future training needs to ensure teams meet established program metrics. • Perform documentation audits with patient cases/records to evaluate if information was processed according to program SOPs. • Perform data checks and collaborate with data team on data efforts • Assist and participate in additional patient experience enhancement efforts & special projects as needed upon request. • Devise patient experience and compliance metrics and analyze data for internal management and client inquiries. • Other duties as assigned.

Required Qualifications:
• Bachelor’s Degree and/or equivalent work experience also considered • 2 + years’ experience in healthcare management or healthcare contact center setting • Prior experience in pharmacy, HUB service provider, or the healthcare industry • Previous call monitoring/ documentation monitoring experience • Strong attention to detail is a must • High level of independent judgement, individual initiative, and time management skills • Ability to communicate effectively in a manner that is clear, logical, and consistent verbally and in writing • Ability to manage multiple projects simultaneously • Ability to manage deliverables in a fast-paced environment • Proven ability to extract potential action items from data reports and trend success after implementation • Proficient in Microsoft Office (Word, Power Point, Excel)

Work Environment:
This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. Patient Service Center expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of Patient Service Center and will vary based on those needs/priorities.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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