Remote Pharmacy Quality Analyst

Lumicera; Harrisburg (Dauphin County); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

PTO 20 days

Parental leave 4 weeks

Holidays 9

401K match 5%

Adoption assistance

FSA

Education assistance

Referral bonus

Job summary

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team in the United States. The role collaborates with area leaders to develop, implement, and monitor processes to obtain and audit key performance metrics and improve service quality for patients.

The Quality Analyst will monitor inbound calls, document audit outcomes, and partner with teams to design training, update scorecards, and support leadership in action planning for team and individual growth.

Qualifications

• High School diploma or equivalent required; Bachelor's degree preferred.
• Experience in call-center quality assurance, performance evaluation, training, pharmacy operations, or related field.
• Experience with Calabrio or similar quality management tools.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• Participate in, adhere to, and support compliance program objectives.
• Ability to consistently interact cooperatively and respectfully with other employees.

Responsibilities

• Demonstrate passion for helping teams succeed based on their individual needs, learning styles, and feedback preferences.
• 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.

Skills

Quality assurance

Call center experience

Communication skills

Collaboration

Education

High school diploma

Bachelor's degree or equivalent

Tools

Calabrio

Office suite

Job description

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team in the United States. The role collaborates with area leaders to develop, implement, and monitor processes to obtain and audit key performance metrics and improve service quality for patients.

The Quality Analyst will monitor inbound calls, document audit outcomes, and partner with teams to design training, update scorecards, and support leadership in action planning for team and individual growth.