Quality Analyst, Call Center

Blink Health; United States; Hybrid; USD 52,000 - 76,000; Full time

Job summary

Blink Health is looking for a Quality Assurance professional to evaluate patient interactions and pharmacy workflows in a fast-paced hybrid environment.

You will perform daily QA evaluations, monitor accuracy, and collaborate with teams to raise standards. A minimum of 2 years in a contact center or hub pharmacy QA is required, with strong QA scores and attention to detail.

Locations include Pittsburgh, PA; St. Louis, MO; and Boise, ID. This role is Hybrid: 3 days in office, 2 at home.

Qualifications

• Minimum 2 years of QA experience in a contact center or hub pharmacy environment
• Experience in healthcare, insurance, or other highly regulated industry preferred
• Track record of strong QA scores and accuracy
• Attention to detail with a precision mindset
• Analytical and process-oriented mindset

Responsibilities

• Perform daily QA evaluations on all lines of business and meet productivity targets
• Conduct patient interaction evaluations across phone, chat, and email
• Audit pharmacy workflows and data entry for hub operations
• Identify trends to improve quality and communicate opportunities to leadership
• Collaborate with agents and leaders to improve protocols and knowledge bases
• Stay current on products, protocols, and processes
• Participate in calibration sessions to ensure consistent scoring
• Cross-train to evaluate quality across segments

Skills

Quality Assurance

Contact center experience

Pharmacy workflow

Attention to detail

Analytical thinking

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.

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

• Monday-Friday starting between 7:30-9:00am

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.