Manager, Quality

Lumicera Health Services; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

PTO 20 days

Parental leave 4 weeks

Holidays 9

401K match 5%

Adoption assistance

FSA

Education & Membership support

Job summary

Lumicera Health Services in the United States seeks a Manager, Quality to lead the specialty pharmacy’s Internal Quality & Audit Program, overseeing telephonic quality monitoring and audits to ensure standards and accreditation readiness.

You will translate audit findings into coaching, develop dashboards, and drive CAPAs while traveling 25–50% to pharmacy sites and conferences to support scalable growth and patient safety.

Qualifications

• Bachelor’s degree in healthcare administration, pharmacy, nursing, quality management, or a related field, or equivalent work experience, required.
• Lean, Six Sigma, or quality improvement certification preferred.
• 5+ years of progressive experience in healthcare quality, auditing, compliance, or specialty pharmacy operations required.
• 3+ years of experience in coaching, mentoring, and/or leading others required.
• Demonstrated experience developing or managing quality audit programs required.
• Experience with specialty pharmacy accreditation standards (e.g., URAC, ACHC, or similar) required.
• Experience with call center quality monitoring platforms and audit tools preferred.

Responsibilities

• Lead and mature the organization’s Internal Quality & Audit Program, including telephonic quality monitoring and operational process audits.
• Establish audit governance, methodologies, sampling strategies, scoring frameworks, and reporting standards across all audit activities.
• Ensure audit activities align with regulatory requirements, accreditation standards, and organizational risk priorities.
• Promote a culture of quality, accountability, and continuous improvement prioritizing patient safety.
• Oversee call quality auditing, including supervision of the Pharmacy Quality Supervisor and audit team.
• Ensure consistent scoring, calibration, and inter-rater reliability across call evaluations.
• Monitor for and address communication breakdowns that could lead to medication errors or patient harm.
• Translate audit findings into coaching strategies, training initiatives, and performance improvement plans.
• Develop dashboards and reports translating audit data into actionable insights for leadership.
• Lead root cause analysis and implement corrective and preventive actions (CAPAs).
• Travel up to 25-50% to pharmacy sites and conferences.

Skills

Quality management

Auditing

Regulatory compliance

Coaching & mentoring

Education

Bachelor's degree in healthcare administration, pharmacy, nursing, quality management, or related field

Job description

Due to growth, we are adding a Manager, Quality to our team.

The Manager, Quality leads the specialty pharmacy’s Internal Quality & Audit Program, providing oversight of telephonic quality monitoring and operational process audits to ensure adherence to organizational standards, regulatory requirements, and accreditation expectations. This role is responsible for maintaining a high-reliability quality framework that evaluates patient interactions, workflow integrity, and documentation practices to safeguard patient safety, compliance, and service excellence.

Through data analysis, risk-based auditing, and cross-functional collaboration, the Manager identifies performance trends, control gaps, and systemic risks, translating findings into actionable insights and continuous improvement initiatives that directly support positive patient safety outcomes. This position plays a critical role in strengthening regulatory readiness, informing risk management strategies, and supporting scalable growth as the organization expands health system partnerships and specialty pharmacy services.

How do I make an impact on my team?

• Lead and continuously mature the organization’s Internal Quality & Audit Program, encompassing telephonic quality monitoring and operational process audits.
• Establish audit governance, methodologies, sampling strategies, scoring frameworks, and reporting standards across all audit activities.
• Ensure audit activities align with regulatory requirements, accreditation standards, and organizational risk priorities.
• Promote a culture of quality, accountability, and continuous improvement that prioritizes patient safety and harm prevention.
• Oversee the established call quality auditing program, including supervision of the Pharmacy Quality Supervisor and audit team.
• Ensure consistent scoring, calibration, and inter-rater reliability across call evaluations.
• Validate adherence to communication standards, patient education requirements, scripting, and compliance protocols.
• Monitor for and address communication breakdowns that could contribute to medication errors, delayed therapy or patient harm.
• Partner with call center leadership to translate audit findings into coaching strategies, training initiatives, and performance improvement plans.
• Monitor program effectiveness and implement enhancements to improve scoring accuracy, efficiency, and operational impact.
• Support implementation, management, and effective utilization of quality management systems.
• Conduct risk-based audits to evaluate process integrity, documentation accuracy, and adherence to policies and standards.
• Identify process vulnerabilities that could lead to medication errors, therapy delays, privacy breaches, or other patient safety risks.
• Develop and maintain audit tools, checklists, and protocols to ensure consistency and scalability.
• Design, implement, and maintain a comprehensive internal audit framework for specialty pharmacy workflows, including patient intake and benefits investigation; clinical review and documentation; prior authorization and payer requirements; dispensing, verification, fulfillment, and inventory processes; patient onboarding, counseling, and adherence programs; and accreditation compliance.
• Analyze audit findings to identify trends, systemic risks, performance gaps, and improvement opportunities.
• Develop dashboards and reports that translate audit data into actionable insights for leadership and operational teams.
• Lead root cause analysis and partner with stakeholders to implement corrective and preventive action plans (CAPAs).
• Monitor effectiveness of improvement initiatives and adjust audit focus based on outcomes.
• Provide audit insights to Risk Management and Compliance teams to support proactive risk identification and mitigation.
• Identify control gaps in new or evolving workflows and recommend safeguards.
• Escalate high-risk findings and track resolution to completion.
• Establish policies, procedures, and documentation standards for audit activities.
• Travel up to 25-50% to pharmacy sites, with occasional travel to conferences.
• Other duties as assigned.

What our team expects from you?

• Bachelor’s degree in healthcare administration, pharmacy, nursing, quality management, or a related field, or equivalent work experience, required.
• Lean, Six Sigma, or quality improvement certification preferred.
• 5+ years of progressive experience in healthcare quality, auditing, compliance, or specialty pharmacy operations required.
• 3+ years of experience in coaching, mentoring, and/or leading others required.
• Demonstrated experience developing or managing quality audit programs required.
• Experience with specialty pharmacy accreditation standards (e.g., URAC, ACHC, or similar) required.
• Experience with call center quality monitoring platforms and audit tools preferred.
• 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