This role is responsible for leading the daily tasks associated with the company’s copay assistance programs. Within this role, the Quality Assurance Specialist serves customers by identifying, analyzing, and developing improvements in productivity, quality, client relationships, and customer service. The Quality Assurance Specialist regularly provides support to the department manager and occasionally Senior Leadership in order to effectively maintain program operations and goals.
Reports to:
Director of Patient Access Services
Department:
Patient Access Services
Requirements
Responsibilities:
- Monitoring associate calls and providing feedback to program managers on associate strengths/coaching opportunities
- Reviewing associate case records to ensure program metrics are met
- Preparing call center reports and tracking service trends
- Participating in the creation and maintenance of program SOP’s
- Assisting with user acceptance testing of program platform (eCase, iAssist)
- Monitoring program AE’s
Qualifications:
- 3+ years call center experience
- Experience in patient support/pharmacy related setting
- Ability to manage time effectively, and meet deadlines with minimal supervision
- Attention to detail, and working knowledge of internal CRM and workflows
- Effective communication skills: written and interpersonal
- Billing and reimbursement experience (preferable)
Benefits
Benefits:
- Health Insurance through United Healthcare
- 50% of premium paid by company
- Dental Insurance through UNUM
- 50% of premium paid by company
- Vision Plan through VSP
- 50% of premium paid by company
- Short Term Disability through UNUM
- 50% of premium paid by company
- Matching 401K with immediate vesting
- Eight paid holidays and 1 Floating holiday
- 80 hours of PTO accrued during first year of employment
- Flexible environment
- Potential for growth
- Employee lounge with games
- Casual dress (jeans)