Quality Analyst, Call Center

BlinkRx; Pittsburgh (Allegheny County); Hybrid; USD 55,000 - 80,000; Full time

Job summary

Blink Health in Pittsburgh is seeking a QA Analyst to perform daily quality assurance evaluations across patient services lines, ensuring productivity targets and workflow compliance in a fast-paced healthcare environment.

You will audit patient interactions via phone, chat, and email, identify trends, and collaborate with agents and leadership to improve protocols, scripting, and knowledge bases. This role offers a hybrid schedule with 3 days in office and 2 remote.

Qualifications

• Minimum 2 years QA in a contact center or hub pharmacy environment.
• Experience in healthcare, insurance, or highly regulated industry preferred.
• Track record of strong QA scores and performance.
• Detail-oriented with a methodical, analytical approach.

Responsibilities

• Perform daily QA evaluations across lines of business to meet productivity targets.
• Evaluate patient interactions via phone, chat and email.
• Audit pharmacy workflows such as Prior Authorization adherence and data entry for the Hub.
• Identify trends to improve quality and communicate findings to QA leadership.
• Collaborate with agents and leaders to improve protocols, scripting, and KB articles.
• Stay current on products, processes and client needs; participate in calibration sessions.
• Serve as SME for assigned business segments and guide scoring and calibration discussions.
• Cross-train to evaluate QA on other segments as needed.
• Complete other duties as assigned.

Skills

QA

Healthcare experience

Data analysis

Attention to detail

Communication

Team collaboration

Job description

Company Overview:

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products - BlinkRx and Quick Save - remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

Company Overview:

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products - BlinkRx and Quick Save - remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

What You’ll Do:

• Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
• Conduct patient interaction evaluations for Patient Services phone, chat and emails
• Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub
• Identify trends and opportunities to improve quality in patient interactions and workflow adherence. Communicate these opportunities to QA leadership or other pertinent stakeholders.
• Collaborate with agents, leaders, and other QA analysts to identify best practices, knowledge gaps and opportunities to enhance protocols, scripting, training and Knowledge Base articles.
• Remain current on our products, protocols, scripting, new clients, features and departmental processes
• Participate in calibration sessions to ensure consistency in grading and auditing practices.
• Serve as a subject matter expert for assigned business segment(s), and function as the expert scoring interactions that others will be calibrated against. Facilitate discussions to explain rationale for scoring, actively listen and make recommendations as necessary to the appropriate scorecards to drive improvement in calibration scores
• Cross train to be able to evaluate quality on other business segments as needed
• Complete other duties as assigned

What You’ll Need:

• A minimum of 2 years of QA experience in a contact center or hub pharmacy environment
• Experience with healthcare, insurance, or other highly regulated industry preferred
• Track record of strong performance and QA scores
• Attention to detail with a knack for precision
• Analytical and process oriented
• Comfortable in a fast-paced environment
• Ability to work independently and as a member a team
• Confident, patient, respectful, and a clear communicator
• Passion for problem solving and troubleshooting

Locations:

• This position is open to our Pittsburgh, PA, St. Louis, MO, and Boise, ID offices
• This is a Hybrid role: 3 days in office, 2 at home

Shifts:

Why Join Us:

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.