Performance Improvement Coordinator

Summary

Job Description

Essential Duties and Responsibilities

• Completes quality audits of customer service, claims and prior authorization transactions to ensure timely and accurate information is provided to callers.
• Evaluation of calls includes, but is not limited to, review of overall call handling, courtesy, accuracy, documentation, system knowledge, correct use of policies and procedures, timely answers and other criteria identified in the quality assurance guidelines.
• Provides monitoring feedback to staff and department leadership team.
• SUBMIT REPORTS OF AUDIT RESULTS TO THE DEPARTMENT LEADERSHIP TEAM.
• PROVIDES OVERALL ANALYSIS OF QUALITY SCORES AND IDENTIFIES TRENDS FOR CSR TRAINING PURPOSES.
• SUPPORTS DEPARTMENT TRAINING AND SKILL DEVELOPMENT INITIATIVES THROUGH CALL COACHING, MENTORING, AND TRAINING STAFF AS ASSIGNED.
• RECOMMENDS TRAINING PROGRAM IMPROVEMENTS OR ANY ADDITIONAL CUSTOMER SERVICE TRAINING NEEDS.
• IDENTIFIES TRAINING NEEDS AND DEVELOPS TRAINING REMINDERS FOR STAFF.
• IDENTIFIES AREAS FOR ADDITIONAL TRAINING BASED UPON KNOWLEDGE CHECK QUESTION RESULTS.
• RECOMMENDS WORKFLOW PROCESS IMPROVEMENTS OR ENHANCEMENTS TO DEPARTMENT LEADERSHIP TEAM.
• AUDITS AND PROVIDES ANALYSIS FOR THE CUSTOMER SERVICE SURVEY LINE.
• ATTENDS AND PARTICIPATES IN MONTHLY STAFF MEETINGS.
• PREPARES AND PROVIDES TRAINING MATERIALS AS NEEDED.
• PROVIDES INPUT TO ENSURE AUDIT RESULTS AND SERVICE OR TRAINING ISSUES ARE COMMUNICATED TO CSRs.
• RESPONSIBLE FOR SELECTION OF CALLS FOR MONTHLY CALIBRATION MEETINGS AS WELL AS PROVIDING FEEDBACK REGARDING CALL SCORING AND BEST PRACTICES.
• ATTENDS AND PARTICIPATES IN DEVELOPMENT OF ARTICLES FOR PUBLICATION IN THE QUARTERLY DEPARTMENT NEWSLETTER.
• SUPPORTS THE DEPARTMENT BY ANSWERING CALLS DURING PERIODS OF HIGH VOLUME AND ASSISTING WITH OTHER RELATED TASKS.
• MANTAINS A REGULAR SCHEDULE OF AT LEAST 2 HOURS OF DAILY HELP DESK CALLS.
• RESPONSIBLE FOR AUDITING AND PROVIDING ANALYSIS FOR THE CUSTOMER SERVICE SURVEY LINE.

Qualifications

• GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience.
• Intermediate knowledge of MS Office/Word, Excel, PowerPoint and Outlook.
• Strong understanding of MedImpact systems including MedAccess, MedResponse, Calabrio, and other systems used.
• Experience with Windows based database programs is also required.
• Strong aptitude for new programs.
• Ability to create complex documents, manage schedules and analyze data.
• Current and unrestricted licensure in a state of the United States or national certification as a pharmacy technician preferred.