Position: Quality Assurance Compliance Coordinator Department: Patient Support Center / Call Center Reports To: QA Compliance Manager FLSA: Non-Exempt
Regular work shifts may vary: The Pharmacies operating hours are 8:00 am – 11:00 pm EST Monday through Friday, and Saturday through Sunday 8:00 am - 8:00 pm EST. At our discretion five 8-hour shifts will be assigned during any of the pharmacy operating hours.
Primary Function:
Quality Assurance (QA) Compliance Coordinator reports directly to the QA Manager. This position has the responsibility to measure and gauge telephone activities to verify that patient support center staff are working in accordance with the company rules and regulations while providing superior customer service.
Job Scope and Major Responsibilities:
- Monitor inbound and outbound calls to assess patient support center staff, program and/or referral accuracy, customer service, and conformity to company policies and procedures
- Conduct random case audits per standards set by Asembia and/or business partners
- Provide actionable data and feedback to call center team leaders and managers
- Present and/or communicate initiatives, results, and analyses to multiple levels of management, subordinates or to customers
- Lead or assist with on – going training, coaching, and/or quality improvement projects
- Assist in resolution of customer complaints and quality assurance issues as needed
- Attend and provide feedback for internal/external client calibration sessions
- Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
- Attendance and schedule adherence is critical.
- Adhering to company policies and procedures.
- Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
- Working outside of core business hours may be required.
- Other duties as assigned.
- Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”).
Minimum Qualifications:
New Jersey Office ONLY:
- Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
Nevada Office ONLY:
- Must have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.
Arizona Office ONLY:
- Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
Pennsylvania Office ONLY:
- All onsite employees must have PA Pharmacy Technician License.
All Locations:
- High school diploma or GED equivalent.
- 1+ years of call center experience
- Intermediate skill level in Microsoft Office (Excel, Word, Access, and PowerPoint)
- Excellent customer service and communication skills
- Strong analytical skills and time management skills
- Knowledge of company policies and procedures
- Aptitude to learn new programs, along with demonstrated expertise using technology to streamline, organize and deliver program services
- Ability to multitask and successfully operate in a fast paced, team environment
- Self- motivator
- Ability to effectively assess and diffuse difficult situations and escalate issues to appropriate leadership
- Reliable and consistent attendance and schedule adherence is required.
Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.