Call Center Quality Assurance Specialist

About Us

Assist Rx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, Assist Rx views our people as our strongest asset. Join us as we continue to make a difference....

This role is responsible for leading the daily tasks associated with the company’s Patient Solutions call monitoring, scoring, and reporting as well as system data entry quality. Within this role, the Quality Assurance Specialist serves customers by identifying, analyzing, and developing improvements in productivity, quality, internal team relationships, and customer service. The Quality Assurance Specialist regularly provides support to the department managers and director to effectively maintain program operations and goals.

• Conduct a minimum of 8 quality reviews per associate per month. Monitor processes including call handing to ensure program KPIs and established quality guidelines are met.
• Auditing case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines.
• Prepare quality score reports by associate, team and/or program for management review on a weekly and monthly basis.
• Identify service trends and collaborate with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas.
• SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors.
• Upon notification of program enhancements, assist with developing associate training materials and participate in training sessions ensuring associates understand how the program enhancement will impact the quality review/score.
• Monitoring program AE’s and present findings to management for immediate review and reconciliation.
• Providing support to program team on periodic department audits.
• Additional responsibilities as needed based on department, program, and project requirements.

• Previous call center experience participating in quality call and system audit performance reviews preferred.
• Previous experience in patient support/patient assistance and/or financial access programs preferred.
• Bilingual – Spanish preferred.
• Bachelor’s Degree or Registered Nurse (BSN or RN) a plus.

• Adaptability - Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time;
  Ensures work responsibilities are covered when absent;
  Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy;
  Shows respect and sensitivity for cultural differences;
  Educates others on the value of diversity;
  Promotes a harassment-free environment;
  Builds a diverse workforce.
• Ethics - Treats people with respect;
  Keeps commitments;
  Inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control;
  Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Organizational Support - Follows policies and procedures;
  Completes administrative tasks correctly and on time;
  Supports organization’s goals and values;
  Benefits organization through outside activities;
  Supports affirmative action and respects diversity.
• Professionalism …