Job Description
Quality Assurance Specialist Location Remote : Overview: The
Quality Assurance Specialist will be a self-starter who has a demonstrated history of helping contact center team members to improve customer service, productivity and quality. The Quality Assurance Specialist should be comfortable and confident with contact center work (calls, chats, email handling), be persistent, have demonstrated results, pay attention to the details and be efficient with their time. Our Company At Maxor, we are committed to the cost-effective delivery of impactful pharmacy & healthcare services to patients & clients. Our reputation has been earned by continuously leveraging our comprehensive capabilities through innovative solutions and cutting edge technology that fuel the entire pharmacy ecosystem; delivering value to our clients & patients, both in their pharmacy spend and in positive health outcomes. Our company of 1,000 diverse people operates with transparent objectives, clear accountabilities, tenacity & passion to write the next chapter of Maxor's long history of growth and success. But, we are more than pharmacy services. We enable pharmacy care . Our Locations The Maxor workforce brings robust experience, diverse perspectives and dedication from employees working all over the US in pharmacies, hospitals, home offices, or corporate offices. This role is remote, home-based location. Responsibilities: - Many responsibilities for this role will be in service of the Outcomes listed above.
- Optimize quality assurance program for Member Services team members. Program should eventually include:
- Targets for call/chat/email evaluations each month
- Weekly performance reporting for all work monitored
- Monthly meetings with leadership with recommendations for improved performance for individual team members and the group overall
- Bi-weekly calibration sessions amongst team members, training and the leadership team to ensure alignment in scoring assessments.
- This role will need to build strong partnerships with Member Advocates, Supervisors, Training, Workforce and Member Services Management.
- Remain current on plan knowledge, policies, procedures and systems knowledge for both MaxorPlus and Mail Order contact centers.
- Promptly report any allegations of impropriety to the Compliance Department.
- Comply with Maxor's Ethical Business Conduct policy and Maxor's Compliance Program.
- Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
- Complete required training, as assigned, within the established timeframes.
- Must be able to cope with the mental and emotional stress of the position.
- Maintain regular attendance in accordance with Maxor's policies and procedures
- Perform other job related duties as assigned
Qualifications: Education: Bachelor's degree in applicable field of study preferred but not required. Experience: At least 2 years of experience in a contact center environment, with a preference for at least 1 year in a quality assurance, management or leadership role. Knowledge, Skills, and Abilities: - Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Ability to utilize available technology to assess performance of team members by listening to calls, reading written communications and evaluating employee performance.
- Intermediate to advanced computer skills, including proficiency with Microsoft products like Excel and PowerPoint.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Ability to maintain confidentiality.
- Dedication to providing exceptional customer service
- Knowledge of Pharmacy Benefit Management industry helpful but not required
Desired Outcomes: - Monthly targets for the amount of work analyzed and scored each month are met or exceeded every month.
- Detailed performance reports will be provided every month to Operations Management on the accuracy, compliance, knowledge and overall quality of the Maxor team members in Member Services.
- Quality policies and procedures will be evaluated every quarter to ensure that all material is up-to-date and our scoring methodologies remain aligned to our best practices
WHY MAXOR? Did you know that patients see their pharmacist an average of 12 times a year? Pharmacy is at the heart of healthcare. Come join Maxor and make a direct impact on patients' lives. Improve your own wellbeing with our robust benefits and flexible work environment. At Maxor, you have a career with limitless possibilities and the charge to make a difference. A company of 1,000 diverse people and almost 100 years of pharmacy experience, we offer the stability of a Fortune 500 company with the energy and innovation of a startup. We provide services and technology that fuel the entire pharmacy ecosystem, but we are more than pharmacy services. We enable pharmacy care . WE OFFER : A diverse, progressive culture that supports a work from home model, a “dress for your day” attire when working on-site, and a collaborative, team oriented environment. Our industry leading compensation and health benefits include: - Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee friendly plan design, including $850 individual annual medical deductible, $25 office visit copays, Low biweekly premiums
- Company paid basic life/AD&D, Short-term and Long-term disability insurance
- Rx, dental, vision, short-term disability, and FSA
- Employer-matched 401k Plan
- Industry leading PTO plan
- And MORE!
Apply today at: Maxor is an EOE, including disability/vets
Job Tags
Full time, Temporary work, Remote job, Home office, Flexible hours,