Growth Quality Assurance Analyst

Talanto; Northern (KY); Hybrid; USD 38,000 - 79,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Flexible spending

401(k)

Paid Time Off

Paid holidays

Life insurance

Short-term disability

Voluntary benefits

Job summary

AnewHealth is a leading pharmacy care management company dedicated to complex chronic care needs, with nationwide reach and a remote-friendly, full-time role for a Growth Quality Assurance Analyst. You will support the First Impressions team by reviewing calls, educating patients on medication management solutions, and ensuring compliance across interactions.

This remote position requires 1+ year in relevant fields, strong communication skills, and a collaborative mindset to drive improvements,

Qualifications

• High school diploma or GED required.
• 1+ year experience in pharmacy, health care, social work, compliance or quality assurance.
• Strong listening and written communication skills.

Responsibilities

• Monitor inbound/outbound calls for quality and compliance.
• Evaluate patient interactions for performance, product knowledge and problem-solving.
• Label interactions using scorecards and predefined guidelines.
• Provide feedback and identify knowledge gaps for coaching.
• Analyze trends and share insights with team leaders.
• Assist in onboarding new patients and ensuring accurate documentation.
• Meet key performance metrics for call reviews per team member.
• Collaborate with Training to identify coaching opportunities.
• Develop and refine call scripts and evaluation metrics.
• Participate in calibration sessions to ensure consistent evaluations.

Skills

Listening skills

Written communication

Microsoft Office

Autonomy

Education

High school diploma or GED

Tools

Call monitoring software

Quality tracking tools

Job description

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs - wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

The Growth Quality Assurance Analyst ensures our First Impressions Team is providing telephonic customer service and appropriately educating patients on our medication management solutions. This role will conduct random call reviews to ensure all compliance measures are being met on every patient interaction. The Quality Assurance Analyst will work closely with the First Impressions leadership team, providing trends in customer service, accuracy, sales, and overall call quality. This individual will assist in developing, creating and implementing quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall AnewHealth experience.

Responsibilities

Monitor and assess inbound/outbound calls for adherence to quality standards, policies, and procedures.

Evaluate patient interactions of the First Impressions teams and complete evaluations to capture agent performance, including communication skills, product knowledge, and problem-solving capabilities.

Use predefined guidelines on scorecard to label interactions consistently and objectively.

Apply verbal and written communications to evaluate quality and compliance.

Determine areas of improvement or gaps in knowledge and provide insights/trends to team leaders who will take the results to guide and coach the team.

Identify trends and patterns in call quality and develop strategies to address any issues.

Become subject matter expert in process of onboarding a new patient (referral to completed assessment)

Ensure accuracy in both verbal communication to patient and information documented in systems

Responsible for achieving key performance metrics as set forth by the management (e.g. mandatory set number of call reviews per team member)

Monitor and evaluate performance of referral partners and campaigns

Maintain accurate, detailed records of quality assessments and performance data to prepare reports for consistency of information to be shared with the AnewHealth team

Attend relevant new hire training classes to educate new hires on the Quality process

Provide timely and constructive feedback to call center agents and supervisors.

Collaborate with Training to recommend coaching opportunities and areas for further development.

Assist in the creation and refinement of call scripts, quality scorecards, and evaluation metrics.

Participate in regular calibration sessions with the quality assurance team to ensure consistency in evaluations.

Support continuous improvement initiatives within the call center by sharing insights and recommendations.

Open lines of communication with management team

Embody AnewHealth’s Core Values in all communications and interactions.

Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

High school diploma or GED equivalent required

Experience

1+ years of experience in pharmacy, health care, social work, compliance, quality assurance or similar fields

Familiarity with call center operations, KPIs, and performance metrics.

Proficiency in using call monitoring systems and quality tracking tools.

Skills & Abilities

Must have superior listening and written communication skills

Working knowledge of Microsoft Office suite

Demonstrate timeliness by meeting deadlines for assignments and special projects

Ability to work effectively autonomously with limited supervision

Strong communication (oral, written, facilitation and presentation) and collaboration skills, desire to learn

Process-driven with high attention to detail

Team oriented and the ability to help others succeed

Excellent communication and interpersonal skills.

Ability to provide constructive feedback in a positive, supportive manner.

Strong organizational skills and ability to multitask in a fast-paced environment.

Ability to work both independently and as part of a team.

Understanding of customer service best practices.

Strong analytical skills and attention to detail.

Preferred:

Prior experience in a call center or customer service environment, with a focus on quality assurance (1-2 years preferred).

Experience with CRM systems and call center software.

Ability to conduct business in English and Spanish is a plus, but not required.

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. May be necessary to work extended hours as needed.

Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

3408-7062$ /month

3408 $ 25%

4589 $ median

7062 $ 75%

The range shows the lower and upper market bands: 25% of vacancies pay below the first value, the median is the typical salary, and 75% marks the upper band.