Analyst, Pharmacy Quality

Lumicera; Annapolis (MD); Remote; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. This role develops, implements, and monitors processes to audit key performance metrics and support leadership with KPI reporting.

You will monitor call quality, document outcomes, and collaborate across teams to drive improvements. The ideal candidate has experience in call-center QA or pharmacy operations, proficiency with Calabrio or similar tools, and strong MS Office skills.

Qualifications

• HS diploma required; BA preferred.
• Experience in call-center QA or related field preferred.
• Experience with Calabrio or similar tools preferred.
• Proficiency with Outlook, Word, Excel, and PowerPoint required.

Responsibilities

• Audit inbound/outbound interactions using scorecards to assess quality and compliance.
• Identify trends and systemic barriers impacting patient experience and performance.
• Calibrate scoring with teams to ensure consistency and reliability.
• Support QA training, tools updates, and curriculum alignment.
• Travel to other campuses and training events.

Skills

Quality assurance

Call center

Training

Microsoft Office

Education

High School diploma or equivalent

Bachelor’s degree or equivalent experience

Tools

Calabrio

Outlook

Word

Excel

PowerPoint

Job description

Overview

Lumicera Health Services is seeking a Analyst, Pharmacy Quality to join our team!

The Analyst, Pharmacy Quality (aka Quality Analyst) collaborates with area business leaders to directly support teams and operations. This role is responsible for developing, implementing, and monitoring processes to obtain and audit key performance metrics. Through these efforts, the Quality Analyst will continually monitor the abilities, competencies, and service quality delivered by members of the team and provide reports to leadership on associate key performance indicators.

The Quality Analyst monitors and audits inbound service calls to assess associate demeanor, technical accuracy, performance, and adherence to company policies and procedures. This role will document audit outcomes, training plans, development needs, and other relevant materials that clearly outline performance. Partnering with teams, the Quality Analyst fosters a collaborative and positive environment that supports associate success and growth, while supporting Leadership in the development of action plans at both the team and individual contributor levels.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Demonstrate passion for helping teams succeed based on their individual needs, learning styles, and feedback preferences
• Help foster a department culture of trust, respect, honesty, and desire to make excellent patient care at the forefront of all we do
• Participate in a robust Quality Management Program to include conducting evaluations of inbound/outbound interactions using established scorecards to assess empathy, communication, accuracy, compliance, and process adherence
• Identify trends, recurring issues, and systemic barriers affecting patient experience, associate performance, or workflow efficiency
• Facilitate recurring calibration sessions with individual contributors and area leaders to ensure scoring consistency, maintain inter-rater reliability, and update scoring guidance as needed
• Recommend updates to scorecards, evaluation rubrics, workflows, SOPs, and coaching tools based on findings and calibration outcomes
• Maintain strong working knowledge of quality standards, systems, processes, and policies relevant to the evaluation program
• Partner with Training & Development to align QA findings with curriculum design, job aids, coaching tools, and targeted skill development
• Ensure resources and technology are utilized efficiently by teams; identify improvements and propose and contribute toward solutions
• Support compliance program objectives, ensuring evaluations, documentation, and audit processes align with regulatory requirements - escalating risks within interactions through appropriate channels
• Support root-cause analysis efforts by contributing quality insights to cross-functional working sessions or improvement initiatives
• Able to travel to other campuses and training events
• Other duties as assigned

Qualifications

What our team expects from you?

• High School diploma or equivalent required. Bachelor’s degree or equivalent experience strongly preferred
• Experience in call-center quality assurance, performance evaluation, training, pharmacy operations, or a related field strongly preferred
• Experience with Calabrio or similar quality management tools preferred
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

#LI-Remote

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.