Performance Improvement Coordinator

Exemption Status United States of America (Non-Exempt) $19.80 - $25.50 - $31.19 “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. Summary Supports department quality improvement initiatives by conducting audits of customer service and prior authorization transactions, providing call coaching and training to staff, and participating in department quality improvement studies. Essential Duties and Responsibilities Completes quality audits of customer service, claims and prior authorization transactions to ensure timely and accurate information is provided to callers. Evaluation of calls includes, but is not limited to, review of overall call handling, courtesy, accuracy, documentation, system knowledge, correct use of policies and procedures, timely answers and other criteria identified in the quality assurance guidelines. Provides monitoring feedback to staff and department leadership team. Submits reports of audit results to the department leadership team. Provides overall analysis of quality scores and identifies trends for CSR training purposes. Supports department training and skill development initiatives through call coaching, mentoring, and training staff as assigned. Recommends training program improvements or any additional customer service training needs. Identifies training needs and develops training reminders for staff. Participates in the development of Knowledge Check questions to improve customer satisfaction based on client feedback and training issues identified through call monitoring. Identifies areas for additional training based upon Knowledge Check question results. Recommends workflow process improvements or enhancements to department leadership team. Contributes to the development of MedAccess enhancements through recommendations. Audits and provides analysis for the Customer Service Survey line. Attends and participates in monthly staff meetings. Prepares and provides training materials as needed. Provides input to ensure audit results and service or training issues are communicated to CSRs. Responsible for selection of calls for monthly calibration meetings as well as providing feedback regarding call scoring and Best Practices. These meetings are with all MedImpact Contact Center sites and BPO leadership. Participates in the development of articles for publication in the quarterly department newsletter. Supports the department by answering calls during periods of high volume and assisting with other related tasks. Maintains a regular schedule of at least 2 hours of daily Help Desk calls. Supervisory Responsibilities No supervisory responsibilities 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience Computer Skills Intermediate knowledge of MS Office/Word, Excel, PowerPoint and Outlook. Strong understanding of MedImpact systems including MedAccess, MedResponse, Calabrio, and other systems used. Experience with Windows based database programs is also required. Strong aptitude for new programs. Ability to create complex documents, manage schedules and analyze data. Certificates, Licenses, Registrations Current and unrestricted licensure in a state of the United States or national certification as a pharmacy technician preferred. Other Skills and Abilities Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co‑workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Adaptable and remains flexible to change. Demonstrated ability to meet or exceed the competencies as listed. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization. Competencies Composure Decision Quality Organizational Agility Problem Solving Customer Focus Drive for Results Peer Relations Time Management Dealing with Ambiguity Learning on the Fly 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 accommodations 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 accommodations 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 the Tempe, AZ 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 a full‑time non‑exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore, one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 8:00am to 5:00pm. Travel This position requires no travel however attendance may be required at various local conferences and meetings. 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 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. Equal Opportunity Employer, Male/Female/Disabilities/Veterans #J-18808-Ljbffr MedImpact Healthcare Systems, Inc.