Growth Quality Assurance Analyst

About this role

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes 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.

Job Details

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 being 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 as needed 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 the 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.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education • High school diploma or GED equivalent required

Experience • 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 & Abilities • Must have 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: • 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.

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. May be necessary

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