• Operations - QUALITY ASSURANCE 4680
  • Whippany, NJ, USA
  • Full Time

At ConnectiveRx we simplify how people get and stay on medications by providing information, savings and access. Bringing industry leadership from pharma services, e-prescribing network services, retail pharmacy and commercial payers to deliver healthcare affordability and adherence solutions excellence. We work with over 150 pharmaceutical manufacturers and serve hundreds of brands at all stages of the product lifecycle.

Our Customer Care Center in Whippany, NJ is expanding and we are looking to hire a seasoned Call Center Associate with strong Quality Assurance and Call Monitoring experience to help support that growth.

Reporting to the Senior Quality Analyst and supporting the Director of the Customer Care Center the ideal candidate will come from a customer care or call center environment providing Quality Analysis and Call Monitoring of the customer experience.

Being able monitor, assess, score and analyze the customer call experience and then summarize and report on performance metrics is essential.

Responsibilities and Duties

  • Ensure Quality Assurance programs support the Customer Center and embed a culture of empathy and exceptional customer service for care case management engagement.
  • Monitor telephone calls and other communications between The Customer and The Customer Care Center.
  • Analyze data, processes and workflows focusing on:
  • Customer experience based on voice of the customer (VOC)
  • Integrity of the payment process that includes adherence to established business rules.
  • Efficiency and effectiveness of the Customer Care Center processes and workflows.
  • Develop reports, process maps and workflow templates following sound quality practices for data validation.
  • Ensure data is in a "client ready" state, ready to be report quality assessments to key stakeholders, clients and partners.
  • Perform documentation and maintenance of Quality Analysis policies, procedures, monitoring/interaction templates and standard operating procedures.
  • Ensure Quality Analysis documentation and maintenance is up-to-date and customer interaction standards are clearly measurable and all ensures consistency in practice.
  • Assess quality of customer interactions, summarize and aggregate data in standardized reporting templates.
  • Maintain documentation and related databases, ensuring they are up-to-date.
  • A strong understanding of empathy across the Customer Care Center 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.

Qualifications and Skills

  • Sound data generation principles; quality assurance methodologies.
  • Creating, Designing and Implementing Call Center Quality Analysis and Monitoring a huge plus.
  • Knowledge of health care case management or patient experience setting.
  • High level of proficiency in collecting, organizing and analyzing data using Excel and Access.
  • 3-5 years in Quality Assurance or Quality Auditing, preferably in a call center environment
  • Experience in pharmacy benefits and health care insurances a major plus. Medical billing background a plus.

This position has been closed and is no longer available.