Pharmacy Quality Analyst

This is a fully remote position, open to applicants in Alabama, +26 more states.

📋 Description

• Collaborate with regional business leaders to enhance team support and operational efficiency.

• Create, implement, and oversee processes for gathering and auditing essential performance metrics.

• Assess team capabilities, skills, and service quality.

• Provide leadership with reports on key performance indicators for associates.

• Review and audit inbound service calls for demeanor, technical accuracy, performance, and adherence to policies.

• Document results of audits, training initiatives, development requirements, and performance materials.

• Evaluate inbound and outbound interactions using established scoring criteria.

• Identify trends, recurring challenges, and systemic obstacles impacting patient experience, associate performance, or workflow efficiency.

• Facilitate regular calibration sessions to ensure consistency in scoring and reliability among raters.

• Suggest updates to scorecards, evaluation rubrics, workflows, standard operating procedures (SOPs), and coaching resources.

• Collaborate with Training & Development on curriculum design, job aids, coaching tools, and focused skill enhancement.

• Identify improvements in resources and technology and contribute to solution development.

• Support compliance objectives, regulatory alignment, and risk management escalation.

• Provide valuable insights for root-cause analysis and participate in cross-functional improvement initiatives.

• Travel to various campuses and training events as necessary.

• Perform additional duties as assigned.

⛳️ Requirements

• High School diploma or equivalent is mandatory.

• A Bachelor’s degree or comparable experience is strongly preferred.

• Prior experience in call center quality assurance, performance evaluation, training, pharmacy operations, or a related field is highly desirable.

• Familiarity with Calabrio or comparable quality management tools is preferred.

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint is essential.

• Engage in, adhere to, and support the objectives of the compliance program.

• Ability to consistently interact cooperatively and respectfully with colleagues.

• Remote work is available exclusively to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin.

• Must be able to travel to other campuses and training events.

• Work schedule is Monday to Friday, 8 AM to 5 PM.

🏝️ Benefits

• Comprehensive industry-leading benefits for health, dental, and vision insurance.

• 20 days of paid time off.

• 4 weeks of paid parental leave.

• 9 paid holidays.

• 401K company match up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and support for Professional Memberships.

• Referral Bonus Program offering up to $750!