Performance Improvement Coordinator

About this role

Exemption Status: United States of America (Non-Exempt)

$19.80 - $25.50 - $31.19 “Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description Summary

Supports department quality improvement initiatives by conducting audits of customer service and prior authorization transactions, providing call coaching and training to staff, and participating in department quality improvement studies.

Essential Duties and Responsibilities include the following. Other duties may be assigned. • 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. Submits 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. • Participates in the development of Knowledge Check questions to improve customer satisfaction based on client feedback and training issues identified through call monitoring. Identifies areas for additional training based upon Knowledge Check question results. • Recommends workflow process improvements or enhancements to department leadership team. Contributes to the development of MedAccess enhancements through recommendations. • 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. These meetings are with all MedImpact Contact Center sites and BPO leadership.  • Participates in the 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. • Maintains a regular schedule of at least 2 hours of daily Help Desk calls.

Supervisory Responsibilities No supervisory responsibilities                                     Client Responsibilities This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience

Computer Skills 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.

Certificates, Licenses, Registrations Current and unrestricted licensure in a state of the United States or national certification as a pharmacy technician preferred.

Other Skills and Abilities

• Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co- workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Adaptable and remains flexible to change. Demonstrated ability to meet or exceed the competencies as listed.

Reasoning Ability                                     • Ability to apply common sense unders

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