Why Birdi?
At Birdi, quality isn't just a metric. It's a commitment to ensuring every patient receives safe, accurate, and exceptional service throughout their pharmacy experience. Our Quality team plays a critical role in maintaining regulatory compliance, improving operational performance, and supporting the development of high-performing pharmacy professionals.
If you're passionate about training, coaching, process improvement, and helping teams achieve excellence, this is an opportunity to make a meaningful impact across the organization.
About the Role
The Quality Assurance Technician is responsible for overseeing quality assurance activities and supporting the development and training of specialty pharmacy technicians and patient care team members.
This role monitors operational performance, evaluates customer interactions, identifies opportunities for improvement, and supports training initiatives that drive accuracy, compliance, and service excellence. The Quality Assurance Technician works closely with leadership to strengthen operational processes, improve customer satisfaction, and ensure compliance with pharmacy regulations and company standards.
A high level of discretion and confidentiality is essential, as this position routinely reviews sensitive patient and employee information.
What You'll Do
Quality Assurance & Compliance
- Monitor and evaluate employee interactions to ensure compliance with:
- Federal and state regulations
- Company policies and procedures
- Telephone quality standards
- Documentation requirements
- Identify quality concerns and communicate findings to management.
- Promptly report privacy, compliance, and operational violations according to company policies.
- Review member accounts and operational records to ensure accuracy and integrity.
- Assist with internal and external audits, inspections, and accreditation reviews.
- Maintain a strong understanding of pharmacy operations, regulations, and company policies.
Training & Staff Development
- Assist in developing and delivering training programs for pharmacy technicians and support staff.
- Support onboarding and orientation activities for new team members.
- Evaluate employee performance during the training and onboarding process.
- Develop and deliver training related to:
- Pharmacy systems and software
- Product knowledge
- Customer service skills
- Quality improvement
- Operational processes
- Interpersonal communication
- Recommend targeted coaching and development opportunities based on quality findings.
Performance Monitoring & Improvement
- Analyze quality monitoring results and identify trends.
- Recommend operational improvements to enhance service quality, accuracy, and compliance.
- Monitor employee performance and identify opportunities for individual and team development.
- Deliver quality updates, coaching points, and operational best practices to team members.
- Support continuous improvement initiatives across pharmacy operations.
Reporting & Analytics
- Generate and analyze quality assurance reports and performance metrics.
- Prepare monthly quality reviews and presentations for leadership.
- Provide recommendations based on quality data and trend analysis.
- Monitor key performance indicators related to customer service, compliance, accuracy, and productivity.
Cross-Functional Collaboration
- Partner with management to improve operational effectiveness and customer satisfaction.
- Collaborate with supervisors and department leaders to standardize processes and improve performance.
- Support implementation of quality assurance programs and initiatives.
- Provide operational support during periods of increased call volume or departmental need.
- Participate in special projects and cross-functional initiatives.
What You'll Bring
Required Qualifications
Education
- High School Diploma or GED required.
- Associate's or Bachelor's degree preferred, or equivalent related experience.
Experience
- Registered Pharmacy Technician in good standing with the applicable State Board of Pharmacy.
- Minimum of 4 years of pharmacy experience.
- Experience in:
- Retail Pharmacy
- Mail Order Pharmacy
- Specialty Pharmacy
- PBM
- Managed Care
- Pharmaceutical services
- Healthcare operations
- Experience supporting training, quality assurance, or process improvement activities is highly desirable.
Knowledge, Skills & Abilities
- Ability to independently identify, research, and resolve issues.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills.
- Strong coaching, mentoring, and training abilities.
- Ability to work collaboratively across multiple teams and departments.
- Excellent organizational skills and attention to detail.
- Strong time-management skills and ability to meet deadlines.
- Proficiency with:
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Pharmacy-related software applications
- Ability to analyze trends and recommend process improvements.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Ability to perform basic mathematical calculations and data analysis.
- Ability to work extended hours, weekends, and holidays when business needs require.
Preferred Qualifications
- Certified Pharmacy Technician (CPhT) through:
- Pharmacy Technician Certification Board (PTCB), or
- Institute for the Certification of Pharmacy Technicians (ICPT)
- Bilingual in Spanish.
- Experience with:
- Claims adjudication
- Secondary billing practices
- Prescription discount cards
- Medicaid billing processes
- Previous experience in specialty pharmacy, mail-order pharmacy, PBM, managed care, or healthcare customer service environments.
- Experience conducting audits, quality reviews, or compliance monitoring activities.
Key Competencies
- Quality Assurance
- Training & Development
- Pharmacy Operations
- Compliance & Regulatory Knowledge
- Customer Service Excellence
- Coaching & Mentorship
- Process Improvement
- Data Analysis & Reporting
- Attention to Detail
- Critical Thinking
- Communication & Collaboration
- Continuous Improvement
Work Environment
- Home-based office environment.
- Minimal exposure to excessive noise or adverse environmental conditions.
- Ability to sit and stand for prolonged periods of time.
- Ability to lift up to 15 pounds as needed.
- Frequent computer, documentation, and reporting activities throughout the workday.
Why This Role Matters
The Quality Assurance Technician helps ensure Birdi delivers consistent, compliant, and high-quality service to every patient. By monitoring performance, identifying opportunities for improvement, coaching team members, and supporting training initiatives, this role directly influences patient satisfaction, operational excellence, and regulatory compliance.
Your work helps create a culture of quality while supporting the development of employees and the continued success of Birdi's pharmacy operations.
Equal Employment Opportunity Statement
Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.