QA Associate - AR Contractors Only

　　6000 Park Ln Dr, Pittsburgh, PA 15275, USA

　　Req #4710

　　Thursday, January 18, 2024

　　ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

　　ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com

　　Job Description

　　The Operations Quality Assurance Associate will evaluate work completed by Operations agents against program SOPs, WINs, business rules, and other program related documents for adherence to documented expectations. The QA Associate must be able to utilize good judgement and critical thinking skills to make determinations on whether audited work meets internal and external expectations for delivery of positive customer experience. The Operations Quality Assurance Associate will be a subject matter expert for their respective assigned business unit(s) and must utilize analytical skills to assess data, processes, and workflows to provide insightful, actionable coaching opportunities for the Operations Agents.

　　Essential Functions

　　Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc.

　　Coach operations agents on areas of opportunity for improvement found during evaluations.

　　Collaborate with training and cross-functional leadership to influence operations agents (i.e., new hire, refresher, and nesting training) and develop opportunities for improvement to deliver a positive customer experience.

　　Participates in internal, vendor or client calibration meetings as required to address quality initiatives inquiries that are led by other QA Associate colleagues.

　　Identifies and escalates critical quality issues (including adverse events) appropriately to senior management.

　　Assists with other QA related functions and responsibilities as needed to meet department and company goals, including but not limited to program-specific data analysis and client escalations.

　　Additional Job Responsibilities

　　Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises.

　　Knowledge, Skills and Experience:

　　Knowledge (concepts of the discipline) Solid working knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution. Health Care Call Center &/or Claim Processing experience is a plus.

　　Skills (level of measurable proficiencies) Moderate Excel ability (data validation, data entry, tables, simple formula experience with technical writing (e.g., SOP’s, User Manuals, Work Instructions), typing, PowerPoint ability.

　　Education/Degree Requirements/Certifications (if applicable)

　　High School Diploma (or equivalent) and relevant experience.

　　Experience (number of years) for people management jobs, indicate years required managing people1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience in a similar role within another company, or 1 – 3 years of prior quality assurance.

　　Core Competencies (key behaviors) problem solving, results oriented, active listening and high level of attention to detail. Monitor telephone calls and other communications between the customer and the customer care center. A strong understanding of empathy across the customer care center required in all patient interactions. Ensure provision of exceptional customer service required in customer care case management engagement. Work in a matrix environment requiring strong collaboration skills.

　　Travel or Physical Requirements (if applicable):

　　•Perform primarily sedentary work with occasional lifting up to 20 pounds, and exerting up to 10 pounds of force occasionally, and an eligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. See, hear, talk, and perform tasks requiring visual acuity, manual dexterity, grasping and other similar tasks requiring physical activity and repetitive motions. Operate standard office and computer equipment.

　　Equal Opportunity Employer: This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

　　Other details

　　Job Family Indv.Contr - NonExempt

　　Pay Type Hourly

　　Employment Indicator Hybrid

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　　6000 Park Ln Dr, Pittsburgh, PA 15275, USA