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Job Description
- Req#: 4576
- Participate in a robust Quality Management Program to include recommendations on audit frequency, scoring mechanisms, and technology used to ensure consistency in objectivity
- Design and implement procedures and scenarios for the quality control
- Create and present assessments of the current state and recommendations to improve, people and processes, to Leadership using data to validate
- Work with workforce management on forecasting volume and staffing needs
- Communicate quantitative and qualitative findings from test results to the individual contributors and area leaders
- Monitor and audit calls to ensure the correct and complete information is given to callers
- Maintain expert level knowledge in defined quality customer care activities. Meet and review auditing outcomes with individual contributors timely, providing collaborative and supportive opportunities to discuss successes and challenges
- Ability to travel to other campuses and training events
- Other duties as assigned
- High School or GED required
- Bachelor's degree or equivalent experience strongly preferred
- Computer skills required with proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
Company
Lumicera
About Us
Lumicera - Lumicera Health Services Powered by Navitus - Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the "new norm" in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. .. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.
Pay Range
USD $21.56 - USD $25.66 /Hr.
Work Schedule Description (e.g. M-F 8am to 5pm)
M-F 8am-5pm, CT
Remote Work Notification
ATTENTION: Lumicera is unable to offer remote work to residents of Alabama, Alaska, Connecticut, Delaware, Hawaii, Iowa, Kansas, Kentucky, Maine, Massachusetts, Mississippi, Montana, Nebraska, New Hampshire, New Mexico, Rhode Island, South Carolina, South Dakota, Vermont, West Virginia, and Wyoming.
Overview
Due to growth we are adding a Quality Analyst to our team!
The Quality Analyst will be responsible for developing, implementing, and monitoring processes to obtain and audit key performance indicators. Through these processes and programs, the Quality Analyst will continually monitor the abilities, competencies, and service quality delivered by members of the teams and provide reports to area leaders of business and employee key performance indicators.
The Quality Analyst will monitor and audit inbound service calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures. The Quality Analyst will document audit outcomes, training plans, development needs, and other relevant materials that clearly outline performance.
Is this you? Find out more below!
Responsibilities
How do I make an impact on my team?
Qualifications
What our team expects from you?
What can you expect from Navitus?
• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
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