Analyst, Pharmacy Quality

Navitus Health Solutions, LLC; United States; A distancia; USD 31.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

9 paid holidays

401K company match up to 5%

Descripción de la vacante

Lumicera Health Services is seeking a Quality Analyst to develop, implement, and monitor processes to audit key performance metrics. You will audit calls, evaluate associates, and partner with leadership to drive improvements in service quality and patient care.

This role requires QA experience, familiarity with scorecards, and collaboration with training teams. Remote work is limited to specific states; travel to other campuses may be required.

Formación

• High School diploma or equivalent required; Bachelor’s degree preferred.
• Experience in call-center quality assurance or related field preferred.

Responsabilidades

• Audit inbound/outbound interactions to assess empathy, accuracy, and compliance.
• Document audit outcomes and training needs; support scorecard calibration.

Conocimientos

Quality assurance

Call center QA

Calabrio

Microsoft Office

Educación

High School diploma or equivalent

Bachelor’s degree or equivalent experience

Herramientas

Calabrio

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Descripción del empleo

Company

Lumicera

About Us

Lumicera - Lumicera Health Services Powered by Navitus - Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $22.20 - USD $26.43 /Hr.

STAR Bonus % (At Risk Maximum)

0.00 - Ineligible

Work Schedule Description (e.g. M-F 8am to 5pm)

M-F 8am to 5pm

Remote Work Notification

ATTENTION: Lumicera is only able to offer remote work to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

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!

Location : Address

Remote

Location : Country

US