Job Description
ConnectiveRx is focused on simplifying the prescription process for patients. The Operations Quality Assurance Associate I will evaluate the work of Operations agents for adherence to established standards and provide coaching and feedback to improve quality and performance.
Responsibilities
- Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
- Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc
- Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them
- Identifies and escalates critical quality issues appropriately to senior management
- Assists with other QA-related functions and responsibilities as needed to meet department and company goals
- Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
- Auditing work completed by Operations agents
- Sending feedback to Operations leadership on agent performance
- Attending meetings, helping with data analysis, and other duties as assigned
Skills
- Highschool or relevant experience
- 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience in a similar role in another company, or 1 – 3 years of prior quality control experience
- Moderate Excel ability (data validation, data entry, tables, simple formulas)
- Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
- Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
- Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
- Problem-solving, results-oriented, active listening, and high attention to detail
- Monitor telephone calls and communications between The Customer and The Customer Care Center
- A strong understanding of empathy across the Customer Care Center is required in all patient interactions
- Ensure provision of exceptional customer service required in customer care case management engagement
- Work in a matrix environment requiring strong collaboration skills
- Call Center and/or Claim Processing experience is a plus
Benefits
- Comprehensive benefits, including medical, dental, vision, life, and disability insurance
- 401(k) plan, with employer contributions where applicable
- Flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations
- Eight standard company holidays and three floating holidays annually, with prorations applied in the first year
Company Overview
Company H1B Sponsorship
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