Growth Quality Assurance Analyst

AnewHealth is one of the nation’s leading pharmacy care management companies specializing in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

About the role

The Growth Quality Assurance Analyst ensures our First Impressions Team is providing telephonic customer service and appropriately educating patients on our medication management solutions. This role will conduct random call reviews to ensure all compliance measures are met on every patient interaction. The Quality Assurance Analyst will work closely with the First Impressions leadership team, providing trends in customer service, accuracy, sales, and overall call quality. This individual will assist in developing, creating, and implementing quality processes and procedures, as well as making recommendations for enhancements to training materials to enhance the overall AnewHealth experience.

Responsibilities

• Monitor and assess inbound/outbound calls for adherence to quality standards, policies, and procedures.
• Evaluate patient interactions of the First Impressions teams and complete evaluations to capture agent performance, including communication skills, product knowledge, and problem-solving capabilities.
• Use predefined guidelines on scorecard to label interactions consistently and objectively.
• Apply verbal and written communications to evaluate quality and compliance.
• Determine areas of improvement or gaps in knowledge and provide insights/trends to team leaders who will take the results to guide and coach the team.
• Identify trends and patterns in call quality and develop strategies to address any issues.
• Become subject matter expert in process of onboarding a new patient (referral to completed assessment).
• Ensure accuracy in both verbal communication to patient and information documented in systems.
• Responsible for achieving key performance metrics as set forth by management (e.g., mandatory set number of call reviews per team member).
• Monitor and evaluate performance of referral partners and campaigns.
• Maintain accurate, detailed records of quality assessments and performance data to prepare reports for consistency of information to be shared with the AnewHealth team.
• Attend relevant new hire training classes to educate new hires on the Quality process.
• Provide timely and constructive feedback to call center agents and supervisors.
• Collaborate with Training to recommend coaching opportunities and areas for further development.
• Assist in the creation and refinement of call scripts, quality scorecards, and evaluation metrics.
• Participate in regular calibration sessions with the quality assurance team to ensure consistency in evaluations.
• Support continuous improvement initiatives within the call center by sharing insights and recommendations.
• Open lines of communication with management team.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

Requirements

• High school diploma or GED equivalent required.
• 1+ years of experience in pharmacy, health care, social work, compliance, quality assurance, or similar fields.
• Familiarity with call center operations, KPIs, and performance metrics.
• Proficiency in using call monitoring systems and quality tracking tools.

Skills

• Superior listening and written communication skills.
• Working knowledge of Microsoft Office suite.
• Demonstrate timeliness by meeting deadlines for assignments and special projects.
• Ability to work effectively autonomously with limited supervision.
• Strong communication (oral, written, facilitation, and presentation) and collaboration skills, desire to learn.
• Process-driven with high attention to detail.
• Team oriented and the ability to help others succeed.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback in a positive, supportive manner.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Ability to work both independently and as part of a team.
• Understanding of customer service best practices.
• Strong analytical skills and attention to detail.

Preferred Qualifications

• Prior experience in a call center or customer service environment, with a focus on quality assurance (1-2 years preferred).
• Experience with CRM systems and call center software.
• Ability to conduct business in English and Spanish is a plus, but not required.

Benefits

• Comprehensive benefit package for full-time employees including medical, dental, and vision coverage effective the 1st of the month following date of hire.
• Flexible spending accounts.
• Company-paid life insurance and short-term disability.
• Voluntary benefits.
• 401(k) retirement plan.
• Paid Time Off and paid holidays.

Schedule

This is a full-time, remote position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.